Key Account Manager

SupportYourApp

. Own the account's commercial results, operations, and reputation .

Posted 9/29/2026full-timeRemote • CroatiaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in account management and operations leadership, with a strong focus on client negotiation, service delivery, and team building in the hospitality sector. Proficient in developing processes, managing peak seasons, and ensuring service recovery while maintaining high standards of quality assurance.

Highest-signal resume keywords

Account ManagementOperations LeadershipService DeliveryNegotiation SkillsWorkforce Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

SOP DevelopmentService RecoveryPeak-Season PlanningForecastingSchedulingOccupancy ManagementShrinkage Management

Soft Skills

Calm Under PressureOrganizational SkillsDecisiveness

Tools & Technologies

CRM ToolsHelpdesk ToolsWFM ToolsZendeskSalesforceIntercomFreshdesk

Industry Keywords

HospitalityHotelsTravel CompaniesOTAsBooking Platforms

About the role

Key responsibilities & impact

Own the account's commercial results, operations, and reputation
Run operations calls, monthly business reviews, and quarterly strategy sessions
Provide client leadership with an honest assessment of performance and risks
Negotiate SLAs, KPIs, rates, and scope with clients
Work with Legal and Finance on MSAs, SOWs, and amendments
Secure internal headcount, hiring priority, tooling, and training capacity
Turn client requests into scoped, costed, and staffed workstreams
Manage difficult conversations about missed SLAs, escalations, and rejected requests
Build and launch teams from scratch, including hiring, training, QA, reporting, and go-live
Expand language and time-zone coverage across hubs as clients enter new markets
Establish SOPs, escalation paths, QA criteria, knowledge base ownership, and shift handovers
Lead root-cause reviews after serious service misses
Prepare teams for peak seasons and disruptions, lead service recovery, and adapt support to the guest journey
Build the team lead and supervisor layer, manage attrition and engagement, and develop successors
Collaborate with the Chief Client Officer to help clients grow and lead the supporting team

Requirements

What you’ll need

English at C1 level or above
Hands-on experience in hospitality, such as working in hotels, travel companies, OTAs, or booking platforms
2+ years leading operations, account management, service delivery, or customer success, including running 24/7 teams of 100+ people through team leads
Track record of growing accounts, such as launching a new service line or team and building processes from close to nothing, including SOPs, QA, and escalations
Experience with peak-season planning, service recovery, and workforce management, including forecasting, scheduling, occupancy, and shrinkage
Confidence with CRM, helpdesk, and WFM tools such as Zendesk, Salesforce, Intercom, or Freshdesk
Real negotiation experience with client decision-makers
Ability to stay calm, organized, and decisive when operating with incomplete information

Benefits

Comp & perks

Providing services during business hours
Opportunity to cooperate fully remotely
Inclusive international environment
Compensation in USD
Rewards for referring friends
Balance between project workload and personal time
Internal health policy
Responsive leadership interested in your growth and long-lasting cooperation
Greenhouse conditions for self-development
Culture built on trust, with no time-tracking requirements
Benefits and conditions defined according to the engagement agreement; some benefits may apply only to employees and not independent contractors