Key Account Manager

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

📋 Description

• Take ownership of the account's financial performance, operations, and overall reputation.

• Conduct operational calls, monthly business evaluations, and quarterly strategic meetings.

• Offer transparent assessments of performance and potential risks to client leadership.

• Negotiate service level agreements (SLAs), key performance indicators (KPIs), pricing, and project scope with clients.

• Collaborate with Legal and Finance teams on master service agreements (MSAs), statements of work (SOWs), and amendments.

• Ensure the acquisition of internal headcount, prioritize hiring, and secure resources for tools and training.

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

• Navigate challenging discussions regarding unmet SLAs, escalations, and declined requests.

• Build and establish teams from the ground up, including hiring, training, quality assurance, reporting, and launching operations.

• Extend language capabilities and time-zone coverage as clients expand into new markets.

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

• Conduct root-cause analyses following significant service failures.

• Prepare teams for peak operational seasons and disruptions, oversee service recovery efforts, and tailor support to enhance the guest experience.

• Develop the leadership structure within teams, manage attrition and employee engagement, and cultivate future leaders.

• Partner with the Chief Client Officer to support client growth and lead the accompanying team.

⛳️ Requirements

• Proficiency in English at a C1 level or higher.

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

• Over 2 years of experience in operations leadership, account management, service delivery, or customer success, including managing 24/7 teams of more than 100 individuals through team leaders.

• Proven ability to expand accounts, including the launch of new service lines or teams and the development of processes starting from the ground up, such as SOPs, quality assurance, and escalation procedures.

• Experience in planning for peak seasons, service recovery, and workforce management, encompassing forecasting, scheduling, occupancy, and shrinkage management.

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

• Demonstrated negotiation skills with client decision-makers.

• Capacity to remain composed, organized, and decisive when faced with incomplete information.

🏝️ Benefits

• Services provided during business hours.

• Full remote work opportunities.

• Inclusive international workplace environment.

• Compensation offered in USD.

• Incentives for referring friends.

• Balance between project responsibilities and personal time.

• Internal health policy in place.

• Leadership that is responsive and invested in your professional growth and long-term success.

• Supportive environment conducive to self-development.

• Culture founded on trust, with no time-tracking obligations.

• Benefits and conditions established according to the engagement agreement; some benefits may be exclusive to employees and not applicable to independent contractors.