Key Account Manager

SupportYourApp

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

Posted 9/30/2026full-timeRemote • BulgariaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing operations and account performance within the hospitality sector, with a strong focus on service delivery, team leadership, and process development. Proficient in negotiating client agreements and managing large teams to achieve operational excellence.

Highest-signal resume keywords

Account ManagementService DeliveryOperations LeadershipProcess DevelopmentNegotiation Skills

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 RecoveryWorkforce ManagementForecastingSchedulingOccupancy ManagementShrinkage ManagementPerformance ReportingRoot-Cause AnalysisTeam Building

Soft Skills

Calm Under PressureOrganizational SkillsDecisivenessCommunication SkillsEngagement Management

Tools & Technologies

CRM ToolsHelpdesk ToolsWFM ToolsZendeskSalesforceIntercomFreshdesk

Industry Keywords

HospitalityTravel CompaniesOTAsBooking PlatformsService Level AgreementsKey Performance IndicatorsMonthly Business ReviewsQuarterly Strategy SessionsClient LeadershipPeak-Season Planning

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
Report honestly on performance and risks to client leadership
Negotiate SLAs, KPIs, rates, scope, 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 declined requests
Build and launch teams, including hiring, training, QA, reporting, and go-live
Expand language and time-zone coverage across hubs
Establish SOPs, escalation paths, QA criteria, knowledge-base ownership, and shift handovers
Conduct root-cause reviews after serious service failures
Prepare teams for peak seasons and disruptions
Lead service recovery and adapt support to the guest journey
Develop team lead and supervisor layers
Manage attrition and engagement targets and develop successors

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
Experience running 24/7 teams of 100+ people through team leads
Track record of growing accounts, including launching a new service line or team
Experience building processes from close to nothing, including SOPs, QA, and escalations
Experience with peak-season planning, service recovery, and workforce management
Experience with 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 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
A culture built on trust, with no time-tracking requirements
Specific benefits and conditions defined in the engagement agreement; some benefits may apply only to employees and independent contractors may not be eligible for all benefits