Remote Key Account Manager - Growth & Ops Lead

SupportYourApp; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

SupportYourApp is seeking a Key Account Manager to join our global team. You’ll own the account, drive commercial results, lead operations, and guide client leadership through performance and risk assessments.

You’ll negotiate SLAs, KPIs, rates, and scope with clients and collaborate with Legal and Finance on MSAs and SOWs. You’ll build teams, manage hiring, and expand coverage across new markets while improving processes and service delivery.

Responsibilities

• Own the account. You’ll be responsible for its commercial results, operations, and reputation.
• Negotiate on both sides. With the client, you’ll agree on SLAs, KPIs, rates, and scope and work with Legal and Finance on MSAs, SOWs, and amendments.
• Turn requests into plans. You’ll turn vague asks into scoped, costed, and staffed workstreams and handle escalations or missed SLAs.
• Build and launch teams. You’ll set up new teams from zero, including hiring, training, QA, reporting, and go-live, then hand them to a lead.
• Create structure. You’ll set up SOPs, escalation paths, QA criteria, knowledge base ownership, and shift handovers.
• Plan for the travel calendar. You’ll prepare the team for peak seasons and disruptions, lead service recovery, and adapt support to the real guest journey.
• Lead through leader

Job description

SupportYourApp is seeking a Key Account Manager to join our global team. You’ll own the account, drive commercial results, lead operations, and guide client leadership through performance and risk assessments.

You’ll negotiate SLAs, KPIs, rates, and scope with clients and collaborate with Legal and Finance on MSAs and SOWs. You’ll build teams, manage hiring, and expand coverage across new markets while improving processes and service delivery.