Key Account Manager

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

📋 Description

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

• Facilitate operational calls, monthly business reviews, and quarterly strategic sessions.

• Communicate client performance and potential risks to client leadership.

• Negotiate SLAs, KPIs, rates, delivery scope, MSAs, SOWs, and amendments.

• Ensure internal headcount, hiring priorities, tooling, and training resources are secured.

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

• Navigate challenging discussions regarding missed SLAs, escalations, and unsupported requests.

• Build and launch teams, encompassing hiring, training, QA, reporting, and go-live phases.

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

• Develop SOPs, escalation paths, QA criteria, knowledge base ownership, and shift handovers.

• Conduct root-cause analyses following significant service failures.

• Prepare teams for peak seasons and potential disruptions.

• Lead service recovery efforts and adapt support to enhance the guest journey.

• Establish layers of team leads and supervisors, manage attrition and engagement, and cultivate successors.

⛳️ Requirements

• Proficiency in English at C1 level or higher.

• Practical experience in hospitality, including roles in hotels, travel companies, OTAs, or booking platforms.

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

• Experience overseeing 24/7 teams of over 100 individuals through team leads.

• Proven track record in growing accounts, launching new service lines or teams, and developing processes from scratch, including SOPs, QA, and escalations.

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

• Proficiency with CRM, helpdesk, and WFM tools such as Zendesk, Salesforce, Intercom, or Freshdesk.

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

• Capacity to remain calm, organized, and decisive even with incomplete information.

🏝️ Benefits

• Services provided during regular business hours.

• Opportunity to work entirely remotely.

• Inclusive international work environment.

• Compensation offered in USD.

• Rewards for referring friends.

• Balance between project responsibilities and personal time.

• Internal health policy in place.

• Supportive leadership focused on your growth and fostering long-term collaboration.

• Opportunities for self-development in a nurturing environment.

• A culture built on trust, without time-tracking requirements.

• Potential benefits and conditions may vary based on engagement terms; independent contractors might not qualify for all benefits.

• Compensation, benefits, and work conditions will be outlined in the agreement upon selection.