Key Account Manager

This is a fully remote position, open to applicants in Bulgaria.

📋 Description

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

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

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

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

• Secure internal headcount, establish hiring priorities, and ensure tooling and training capacity are available.

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

• Handle challenging discussions related to missed SLAs, escalations, and declined requests.

• Create and launch teams, overseeing hiring, training, quality assurance (QA), reporting, and go-live processes.

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

• Develop standard operating procedures (SOPs), escalation paths, QA criteria, knowledge base ownership, and shift handovers.

• Perform root-cause analyses following significant service failures.

• Prepare teams for peak seasons and unexpected disruptions.

• Lead service recovery efforts and tailor support to align with the guest journey.

• Cultivate leadership roles for team leads and supervisors.

• Oversee attrition and engagement metrics while nurturing potential successors.

⛳️ Requirements

• Proficiency in English at C1 level or higher.

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

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

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

• Demonstrated success in expanding accounts, including the launch of new service lines or teams.

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

• Familiarity with planning for peak seasons, service recovery, and workforce management.

• Knowledge in forecasting, scheduling, occupancy, and managing shrinkage.

• Proficient with CRM, helpdesk, and workforce management tools such as Zendesk, Salesforce, Intercom, or Freshdesk.

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

• Ability to remain calm, organized, and decisive even when information is incomplete.

🏝️ Benefits

• Services provided during business hours.

• Full remote work flexibility.

• A diverse and inclusive international work environment.

• Compensation offered in USD.

• Referral rewards for bringing in friends.

• A balance between project demands and personal time.

• Internal health policy in place.

• Engaged leadership focused on your development and long-term collaboration.

• Supportive conditions for self-improvement.

• A culture grounded in trust, with no requirements for time tracking.

• Specific benefits and conditions outlined in the engagement agreement; some benefits may be restricted to employees, and independent contractors might not qualify for all benefits.