Strategic Key Account Manager – Global Support Ops

SupportYourApp; United States; Remote; USD 90,000 - 140,000; Full time

Job summary

SupportYourApp in the United States is seeking a results-driven Key Account Manager to own a strategic client, partnering with our Chief Client Officer to drive growth and excellence across delivery teams. You will manage the account's commercial results, operations, and reputation, guiding regular reviews and strategic sessions.

You will negotiate SLAs, KPIs, and scope, coordinate with Legal and Finance on MSAs and SOWs, and build new teams with hiring and training plans.

Responsibilities

• Own the account. You’ll be responsible for its commercial results, operations, and reputation. You’ll run ops calls, monthly business reviews, and quarterly strategy sessions, and give client leadership an honest read of performance and risks.
• Negotiate on both sides. With the client, you’ll agree on SLAs, KPIs, rates, and scope we can deliver, and you’ll work with Legal and Finance on MSAs, SOWs, and amendments. Internally, you’ll secure headcount, hiring priority, tooling, and training capacity.
• Turn requests into plans. You’ll turn vague asks into scoped, costed, and staffed workstreams, push back when something doesn’t add up, and handle hard conversations about missed SLAs, escalations, or requests we won’t take on.
• 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. You’ll also grow language and time-zone coverage across our hubs as the client enters new markets.
• Create structure. You’ll set up SOPs, escalation paths, QA criteria, knowledge base ownership, and shift handovers. After every serious miss, you’ll run a root-cause review that fixes the process, not the person.
• 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 in the United States is seeking a results-driven Key Account Manager to own a strategic client, partnering with our Chief Client Officer to drive growth and excellence across delivery teams. You will manage the account's commercial results, operations, and reputation, guiding regular reviews and strategic sessions.

You will negotiate SLAs, KPIs, and scope, coordinate with Legal and Finance on MSAs and SOWs, and build new teams with hiring and training plans.