Key Account Manager, Moldova

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

📋 Description

• Take charge of the commercial outcomes, operations, and reputation of the account.

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

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

• Negotiate Service Level Agreements (SLAs), Key Performance Indicators (KPIs), rates, scope, Master Service Agreements (MSAs), Statements of Work (SOWs), amendments, headcount, hiring priorities, tooling, and training capacity.

• Transform client requests into well-defined, cost-structured, and staffed workstreams.

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

• Build and launch teams from the ground up, which includes hiring, training, quality assurance, reporting, and going live.

• Enhance language and time-zone coverage across hubs as clients expand into new markets.

• Develop Standard Operating Procedures (SOPs), escalation protocols, quality assurance criteria, knowledge-base ownership, and shift handovers.

• Conduct root-cause analyses following significant service failures.

• Prepare teams for peak periods and unforeseen disruptions.

• Lead service recovery efforts and adapt support to align with the guest journey.

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

⛳️ Requirements

• Proficient in English at a C1 level or higher.

• Practical experience in the hospitality sector, which includes working in hotels, travel companies, OTAs, or booking platforms.

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

• Proven experience managing 24/7 teams of 100+ personnel through team leaders.

• Demonstrated success in growing accounts, such as launching a new service line or team.

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

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

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

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

• Ability to remain calm, organized, and decisive when possessing only 70% of the necessary information.

🏝️ Benefits

• Services provided during business hours.

• Opportunity to work fully remotely.

• An inclusive international environment.

• Compensation offered in USD.

• Rewards available for referring friends.

• Balance between project workload and personal time.

• Internal health policy in place.

• Responsive leadership committed to your growth and long-term collaboration.

• Supportive conditions for self-development.

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