Key Account Manager, Czechia

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

📋 Description

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

• Facilitate operations meetings, monthly business evaluations, and quarterly strategic discussions.

• Present performance metrics and potential risks to client leadership.

• Negotiate Service Level Agreements (SLAs), Key Performance Indicators (KPIs), pricing, scope, Master Service Agreements (MSAs), Statements of Work (SOWs), and contract amendments.

• Ensure acquisition of internal resources, prioritize hiring, and secure tools and training capabilities.

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

• Address missed SLAs, manage escalations, and handle requests that fall outside the agreed scope.

• Assemble and launch teams, covering aspects such as hiring, training, quality assurance, reporting, and go-live processes.

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

• Develop Standard Operating Procedures (SOPs), escalation protocols, quality assurance criteria, knowledge base management, and shift transitions.

• Perform root-cause analysis following significant service failures.

• Prepare teams for peak periods and unexpected disruptions.

• Drive service recovery initiatives and tailor support to enhance the guest experience.

• Establish layers of team leadership and supervision.

• Monitor attrition and engagement objectives.

• Identify and develop at least one successor to ensure continuity for the account.

• Collaborate with the Chief Client Officer to facilitate client growth and lead the supporting team.

⛳️ Requirements

• Proficiency 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.

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

• Proven experience managing 24/7 teams with over 100 personnel through team leaders.

• History of expanding accounts, including launching new service lines or teams.

• Ability to create processes from the ground up, including SOPs, quality assurance, and escalation procedures.

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

• Familiarity with forecasting, scheduling, occupancy management, and shrinkage calculations.

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

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

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

🏝️ Benefits

• Services provided during business hours.

• Flexibility to work fully remotely.

• An inclusive international work environment.

• Compensation offered in USD.

• Incentives for referring friends.

• A balance between project demands and personal time.

• Internal health policy support.

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

• Opportunities for self-development in a supportive environment.

• A culture built on trust, where time-tracking is not required.

• Benefits and conditions specified in the engagement agreement; eligibility may differ for employees and independent contractors.