Key Account Manager

• Own the account’s commercial results, operations, and reputation
• Run operations calls, monthly business reviews, and quarterly strategy sessions
• Report honestly to client leadership on performance and risks
• Negotiate SLAs, KPIs, rates, and scope with the client
• Work with Legal and Finance on MSAs, SOWs, and amendments
• Secure internal headcount, hiring priority, tooling, and training capacity
• Turn requests into scoped, costed, and staffed workstreams
• Handle missed SLAs, escalations, and requests the company will not take on
• Set up new teams, including hiring, training, QA, reporting, and go-live
• Grow language and time-zone coverage across company hubs
• Establish SOPs, escalation paths, QA criteria, knowledge base ownership, and shift handovers
• Run root-cause reviews after serious service misses
• Prepare teams for peak seasons and disruptions
• Lead service recovery and adapt support to the guest journey
• Build team lead and supervisor structures
• Manage attrition and engagement targets
• Develop at least one successor for account continuity

• English at C1 level or above
• Hands-on experience in hospitality, such as working in hotels, travel companies, OTAs, or booking platforms
• 2+ years leading operations, account management, service delivery, or customer success
• Experience running 24/7 teams of 100+ people through team leads
• Track record of growing accounts, such as launching a new service line or team
• Experience building processes from close to nothing, including SOPs, QA, and escalations
• Experience with peak-season planning, service recovery, and workforce management, including forecasting, scheduling, occupancy, and shrinkage
• Confidence with CRM, helpdesk, and WFM tools such as Zendesk, Salesforce, Intercom, or Freshdesk
• Real negotiation experience with client decision-makers
• Ability to stay calm, organized, and decisive when you only have 70% of the information
• CV submitted in English

• Providing services during business hours
• Opportunity to cooperate fully remotely
• Inclusive international environment
• Compensation in USD
• Rewards for referring friends
• Balance between project workload and personal time
• Internal health policy
• Responsive leadership interested in your growth and long-lasting cooperation
• Greenhouse conditions for self-development
• Culture built on trust, with no time-tracking requirements
• Benefits and conditions defined according to the engagement agreement; some benefits may apply only to employees and not independent contractors