Key Account Manager

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

📋 Description

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

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

• Provide honest updates to client leadership regarding performance and potential risks.

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

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

• Obtain internal headcount approvals, prioritize hiring, and ensure tooling and training capacity.

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

• Manage challenging discussions related to missed SLAs, escalations, and rejected requests.

• Establish new teams, encompassing hiring, training, quality assurance, reporting, and go-live processes.

• Enhance language and time-zone coverage throughout company locations.

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

• Lead investigations into root causes following significant service failures.

• Prepare teams for peak periods and potential disruptions.

• Drive service recovery efforts and adjust support according to the guest experience.

• Build layers of team leads and supervisors.

• Oversee attrition and engagement objectives.

• Cultivate at least one successor to ensure account continuity.

⛳️ Requirements

• Proficient in English at a C1 level or higher.

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

• Minimum of 2 years in leadership roles within operations, account management, service delivery, or customer success.

• Experience managing 24/7 teams of over 100 individuals through team leaders.

• Proven history of account growth, launching new service lines or teams, and developing processes from the ground up.

• Skilled in creating SOPs, quality assurance, and escalation procedures.

• Familiarity with peak-season planning, service recovery, and workforce management, including forecasting, scheduling, occupancy, and shrinkage.

• Comfortable using 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 when faced with incomplete information.

• Curriculum Vitae submitted in English.

🏝️ Benefits

• Service provision during business hours.

• Opportunity for full remote collaboration.

• Inclusive international workplace environment.

• Compensation offered in USD.

• Rewards for referring friends to the company.

• A balance between project demands and personal time.

• Internal health policy in place.

• Responsive leadership committed to your development and long-term collaboration.

• Supportive environment for self-improvement.

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

• Specific benefits and working conditions outlined in the engagement agreement; eligibility may vary for employees and independent contractors.