Key Account Manager, Austria

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

📋 Description

• Take charge of the account's commercial performance, operations, and overall reputation.

• Conduct operations calls, monthly business assessments, and quarterly strategic planning sessions.

• Provide transparent reporting on performance metrics 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 with clients and internal Legal and Finance teams.

• Ensure availability of headcount, prioritize hiring, and manage tooling and training capacity.

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

• Handle challenging discussions regarding missed SLAs, escalations, and requests that exceed the agreed scope.

• Build and launch teams, overseeing hiring, training, quality assurance, reporting, and go-live processes.

• Increase language and time-zone coverage across the company’s operational hubs.

• Develop Standard Operating Procedures (SOPs), escalation paths, quality assurance criteria, knowledge-base ownership, and shift handovers.

• Conduct root-cause analyses following significant service failures.

• Prepare teams for peak seasons and unexpected disruptions, lead service recovery efforts, and tailor support to the guest experience.

• Establish team lead and supervisor structures, manage employee attrition and engagement, and nurture future leaders.

⛳️ Requirements

• Proficiency in English at a C1 level or higher.

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

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

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

• A record of successfully growing accounts, such as launching new service lines or teams.

• Experience in developing processes from the ground up, including 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 maintain composure, organization, and decisiveness when dealing with incomplete information.

🏝️ Benefits

• Services provided during business hours.

• Opportunity for fully remote collaboration.

• Inclusive international work environment.

• Compensation offered in USD.

• Rewards for referring friends.

• Balance between project demands and personal time.

• Internal health policy in place.

• Responsive leadership that values your growth and fosters long-term collaboration.

• Supportive environment for self-development.

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

• Potential benefits and conditions based on engagement terms; certain benefits typically apply to employees and may not be available to independent contractors.