Key Account Manager, Austria

SupportYourApp

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

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

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in operations management, account growth, and service delivery within the hospitality industry, with a strong focus on process development, team leadership, and client negotiation. Proficient in managing large teams and adapting strategies for peak seasons and service recovery.

Highest-signal resume keywords

Operations ManagementAccount GrowthService DeliveryProcess DevelopmentTeam Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SOP DevelopmentService RecoveryWorkforce ManagementForecastingSchedulingOccupancy ManagementShrinkage ManagementNegotiationPerformance ReportingRoot-Cause Analysis

Soft Skills

Calm Under PressureOrganizational SkillsDecisivenessCommunicationConflict Management

Tools & Technologies

CRM ToolsHelpdesk ToolsWFM ToolsZendeskSalesforceIntercomFreshdesk

Industry Keywords

HospitalityAccount ManagementCustomer SuccessService Level AgreementsKey Performance IndicatorsPeak-Season PlanningEscalation ManagementTeam BuildingTraining CapacityClient Leadership

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 with clients and internal Legal and Finance teams
Secure headcount, hiring priority, tooling, and training capacity
Convert client requests into scoped, costed, and staffed workstreams
Manage difficult conversations involving missed SLAs, escalations, and requests outside scope
Build and launch teams, including hiring, training, QA, reporting, and go-live
Expand language and time-zone coverage across company hubs
Establish SOPs, escalation paths, QA criteria, knowledge-base ownership, and shift handovers
Conduct 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 team-lead and supervisor layers, manage attrition and engagement, 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, such as 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, 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
Potential benefits and conditions depending on engagement terms; certain benefits typically apply to employees and may not be available to independent contractors