Key Account Manager – Poland

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

📋 Description

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

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

• Provide honest reports on performance metrics and risks to client leadership.

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

• Collaborate with legal and finance teams on Master Service Agreements (MSAs), Statements of Work (SOWs), and amendments.

• Secure internal staffing, hiring priorities, necessary tools, and training capacity.

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

• Manage challenging discussions about missed SLAs, escalations, and unsupported requests.

• Build and launch teams, encompassing hiring, training, quality assurance, reporting, and go-live processes.

• Enhance language and time-zone coverage across hubs as the client expands into new markets.

• Establish Standard Operating Procedures (SOPs), escalation pathways, quality assurance criteria, knowledge base ownership, and shift transitions.

• Perform root-cause analyses following significant service failures and enhance processes accordingly.

• Prepare teams for peak seasons and potential disruptions.

• Lead service recovery efforts and adjust support in line with the guest journey.

• Develop team leads and supervisors, manage employee retention and engagement, and cultivate future leaders.

• Collaborate with the Chief Client Officer to support client growth and lead the corresponding team.

⛳️ Requirements

• Proficient in English at a C1 level or higher.

• Practical experience in the hospitality sector, including roles in hotels, travel companies, OTAs, or booking platforms.

• More than 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.

• Demonstrated success in growing accounts, such as initiating new service lines or teams.

• 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.

• Confidence in utilizing CRM, helpdesk, and workforce management tools such as Zendesk, Salesforce, Intercom, or Freshdesk.

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

• Ability to remain calm, organized, and decisive when working with incomplete information.

• Resume submitted in English.

🏝️ Benefits

• Services provided during business hours.

• Opportunity to work entirely remotely.

• Inclusive international work environment.

• Compensation offered in USD.

• Rewards available for referring friends.

• Balance maintained between project workload and personal time.

• Internal health policy in place.

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

• Supportive conditions for self-development.

• Culture founded on trust, without time-tracking requirements.

• Benefits and conditions outlined in the engagement agreement; eligibility may vary for employees and independent contractors.