Key Account Manager – Global

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

📋 Description

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

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

• Provide transparent reports to client leadership regarding performance and potential risks.

• Negotiate Service Level Agreements (SLAs), Key Performance Indicators (KPIs), rates, and scope with clients.

• Collaborate with Legal and Finance on Master Service Agreements (MSAs), Statements of Work (SOWs), and amendments.

• Secure internal staffing, prioritize hiring, and ensure availability of tools and training resources.

• Convert ambiguous client requests into defined, costed, and resourced workstreams.

• Address missed SLAs, manage escalations, and handle requests that the company cannot fulfill.

• Establish new teams from scratch, including hiring, training, quality assurance, reporting, and launching operations.

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

• Create Standard Operating Procedures (SOPs), define escalation paths, establish quality assurance criteria, manage knowledge-base ownership, and oversee shift transitions.

• Conduct root-cause analyses following significant service failures.

• Prepare teams for peak operational seasons and potential disruptions.

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

• Develop layers of team leadership and supervision.

• Manage attrition rates and employee engagement objectives.

• Cultivate at least one successor for the account.

⛳️ Requirements

• Proficiency in English at C1 level or higher.

• Practical experience in the hospitality sector, including roles in 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 of over 100 individuals through team leads.

• A history of account growth, such as launching new service lines or teams.

• Experience in building processes from the ground up, including SOPs, quality assurance, and escalation procedures.

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

• Proficient in CRM, helpdesk, and workforce management tools, including Zendesk, Salesforce, Intercom, or Freshdesk.

• Hands-on negotiation experience with client decision-makers.

• Ability to remain calm, organized, and decisive even with incomplete information (approximately 70%).

🏝️ Benefits

• Services provided during standard business hours.

• Opportunity to work fully remotely.

• Inclusive international work environment.

• Compensation offered in USD.

• Incentives for referring friends.

• Healthy balance between project workload and personal time.

• Internal health policy.

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

• Nurturing environment for self-growth.

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

• Specific compensation, benefits, and work conditions outlined in the agreement upon selection.