Key Account Manager – EU

This is a fully remote position, open to applicants in Czechia, +5 more countries.

📋 Description

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

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

• Communicate 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 amendments with clients as well as internal Legal and Finance teams.

• Ensure adequate staffing, prioritize hiring, and secure tooling and training resources.

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

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

• Assemble and launch teams, focusing on hiring, training, quality assurance (QA), reporting, and going live.

• Broaden language capabilities and time-zone coverage across company locations.

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

• Conduct root-cause analyses following significant service failures.

• Prepare teams for peak periods and potential disruptions.

• Lead service recovery efforts and adjust support to enhance the guest experience.

• Cultivate team leads and supervisors, oversee attrition and engagement targets, and develop successors.

⛳️ Requirements

• Proficient in English at C1 level or higher.

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

• More than 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 leaders.

• Demonstrated success in account growth, such as launching new service lines or teams.

• Experience building processes from the ground up, including SOPs, QA protocols, and escalation procedures.

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

• Comfort with customer relationship management (CRM), helpdesk, and workforce management (WFM) tools like Zendesk, Salesforce, Intercom, or Freshdesk.

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

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

🏝️ Benefits

• Services provided during standard business hours.

• Fully remote working opportunities available.

• An inclusive international work environment.

• Compensation offered in USD.

• Incentives for referring friends.

• A balanced approach to project workload and personal time, complemented by an internal health policy.

• Supportive leadership focused on your professional development and long-term collaboration.

• Favorable conditions for self-improvement.

• A culture rooted in trust, with no requirements for time tracking.