Key Account Manager, Global

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

📋 Description

• Take ownership of the account's commercial performance, operational execution, and overall reputation.

• Facilitate operational meetings, conduct monthly business evaluations, and lead quarterly strategic planning sessions.

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

• Negotiate Service Level Agreements (SLAs), Key Performance Indicators (KPIs), pricing, scope, Master Service Agreements (MSAs), Statements of Work (SOWs), and amendments in collaboration with clients as well as internal Legal and Finance teams.

• Ensure the acquisition of headcount, prioritize hiring, and secure tooling and training resources.

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

• Address missed SLAs, manage escalations, and handle requests that the company is unable to fulfill.

• Establish new teams by overseeing hiring, training, quality assurance, reporting, and implementation.

• Expand language capabilities and time-zone coverage across hubs as clients enter new markets.

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

• Conduct root-cause analyses following significant service failures.

• Prepare teams for peak business periods and potential disruptions.

• Spearhead service recovery initiatives and adjust support strategies based on the customer journey.

• Develop structures for team leads and supervisors, manage employee turnover and engagement, and cultivate future leaders.

⛳️ Requirements

• Proficiency in English at C1 level or higher.

• Practical experience in the hospitality sector, including roles in hotels, travel agencies, Online Travel Agents (OTAs), or booking platforms.

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

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

• A successful 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 protocols.

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

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

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

• Capability to maintain composure, organization, and decisiveness even when working with incomplete information.

🏝️ Benefits

• Provision of services during standard business hours.

• The option to work entirely remotely.

• A welcoming and inclusive international work environment.

• Compensation offered in USD.

• Incentives for referring friends.

• A healthy balance between project responsibilities and personal time.

• Comprehensive internal health policy.

• Engaged leadership focused on your professional development and sustained collaboration.

• Supportive conditions for self-improvement and growth.

• A culture founded on trust, with no requirements for time tracking.