Key Account Manager, Global

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

📋 Description

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

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

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

• Negotiate SLAs, KPIs, rates, scopes, MSAs, SOWs, and amendments with clients as well as internal Legal and Finance teams.

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

• Transform vague requests into clearly defined, costed, and staffed workstreams.

• Handle challenging discussions regarding missed SLAs, escalations, and declined requests.

• Assemble and launch teams, including hiring, training, quality assurance, reporting, and go-live processes.

• Broaden language and time-zone support across hubs as clients expand into new markets.

• Create SOPs, escalation protocols, QA criteria, knowledge base ownership, and shift transition processes.

• Conduct root-cause analysis following significant service failures.

• Prepare teams for high-demand periods and unexpected disruptions.

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

• Develop team-lead and supervisor tiers, maintain attrition and engagement targets, and cultivate successors.

⛳️ Requirements

• Proficiency in English at C1 level or higher.

• Practical experience in hospitality sectors such as hotels, travel companies, OTAs, or booking platforms.

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

• Experience managing 24/7 teams of over 100 individuals through team leaders.

• Proven success in account growth, including the launch of new service lines or teams.

• Background in establishing processes from the ground up, including SOPs, QA, and escalation procedures.

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

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

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

• Capability to remain calm, organized, and decisive even when only 70% of the information is available.

🏝️ Benefits

• Provision of services during business hours.

• Opportunity to work entirely remotely.

• Inclusive and diverse international environment.

• Compensation provided in USD.

• Rewards for referring friends.

• Balance between project demands and personal time.

• Internal health policy available.

• Supportive leadership invested in your professional growth and long-term collaboration.

• Environment conducive to self-development.

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

• Specific terms, including compensation, benefits, and work conditions, will be defined in the agreement upon selection.