Senior Key Account Manager - Hospitality Ops (Remote)

SupportYourApp; United States; Remote; USD 120,000 - 150,000; Full time

Benefits offered by this job

Remote work from anywhere

Inclusive international team

USD compensation

Referral bonuses

No time-tracking policy

Growth and learning culture

Job summary

SupportYourApp, a global Intelligent Support-as-a-Service provider, seeks a high-impact Key Account Manager to own the health and growth of flagship clients. You’ll lead governance calls, drive service quality, and manage senior stakeholders while balancing client needs with company interests.

You’ll guide planning, pricing discussions, and contract scope with cross-functional teams, while ensuring operational excellence across a ~100-person account, including onboarding, offboarding and

Qualifications

• 2+ years of leadership in customer support operations or related areas such as account management or service delivery.
• Experience managing teams of 50+ people and handling complex client accounts.
• Strong client-facing communication and stakeholder management skills; ability to push back diplomatically.

Responsibilities

• Own the account health, performance, risks and relationships; lead reviews and client governance.
• Discuss SLA, KPIs, and service delivery; present solutions and strategic recommendations.
• Translate client needs into scoped, staffed workstreams; manage escalations and missed SLAs.

Skills

Leadership

Client-facing communication

Stakeholder management

Commercial negotiations

Contract drafting

CRM platforms

Forecasting

Peak-season planning

Team management

Account management

Tools

Zendesk

Salesforce

Intercom

Freshdesk

Job description

SupportYourApp, a global Intelligent Support-as-a-Service provider, seeks a high-impact Key Account Manager to own the health and growth of flagship clients. You’ll lead governance calls, drive service quality, and manage senior stakeholders while balancing client needs with company interests.

You’ll guide planning, pricing discussions, and contract scope with cross-functional teams, while ensuring operational excellence across a ~100-person account, including onboarding, offboarding and