Key Account Manager

This is a fully remote position, open to applicants in Bosnia and Herzegovina.

📋 Description

• Take ownership of the commercial outcomes, operations, and reputation of the account.

• Conduct operational calls, monthly business reviews, and quarterly strategy meetings.

• Provide transparent reports on performance and potential risks to client leadership.

• Negotiate service level agreements (SLAs), key performance indicators (KPIs), pricing, scope, master service agreements (MSAs), statements of work (SOWs), and amendments.

• Secure internal staffing, prioritize hiring, and ensure access to tools and training resources.

• Transform client requests into clearly defined, costed, and staffed workstreams.

• Address missed SLAs, manage escalations, and handle requests that the company will not pursue.

• Establish new teams, including recruitment, training, quality assurance, reporting, and launching operations.

• Expand language and time-zone coverage across various hubs.

• Develop standard operating procedures (SOPs), escalation processes, quality assurance criteria, knowledge base management, and shift transitions.

• Lead root-cause analysis after significant service failures.

• Prepare teams for peak seasons and potential disruptions.

• Oversee service recovery efforts and tailor support to enhance the guest experience.

• Create layers of team leads and supervisors.

• Manage attrition and engagement goals.

• Cultivate at least one successor to ensure account continuity.

⛳️ Requirements

• Proficiency in English at C1 level or higher.

• Practical experience in the hospitality sector, including roles in hotels, travel companies, online travel agencies (OTAs), or booking platforms.

• A minimum of 2 years of experience in operations leadership, account management, service delivery, or customer success.

• Proven experience managing 24/7 teams of over 100 individuals through team leads.

• A track record of account growth, such as launching new service lines or teams.

• Experience in developing processes from the ground up, including SOPs, quality assurance, and escalation procedures.

• Competence in peak-season planning, service recovery, and workforce management, encompassing forecasting, scheduling, occupancy, and shrinkage.

• Familiarity with CRM, helpdesk, and workforce management tools like Zendesk, Salesforce, Intercom, or Freshdesk.

• Real-world negotiation experience with client decision-makers.

• Ability to remain calm, organized, and decisive when dealing with incomplete information.

🏝️ Benefits

• Services provided during business hours.

• Opportunity to work fully remotely.

• Inclusive international work environment.

• Compensation offered in USD.

• Referral rewards for bringing in friends.

• A balance between project responsibilities and personal time.

• Internal health policy in place.

• Leadership that is responsive and invested in your development and long-term collaboration.

• Supportive conditions that foster self-growth.

• A culture built on trust, with no requirements for time tracking.

• Benefits and conditions as outlined in the engagement agreement; eligibility may vary for employees and independent contractors.