Key Account Manager

SupportYourApp

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

Posted 9/30/2026full-timeRemote • Bosnia & HerzegovinaJuniorMid-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 sector, with a strong focus on process development, team leadership, and client relationship management. Proficient in managing large teams and ensuring service excellence through effective planning and execution.

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 ReportingRisk Management

Soft Skills

Calm Under PressureOrganizational SkillsDecisiveness

Tools & Technologies

CRM ToolsHelpdesk ToolsWFM ToolsZendeskSalesforceIntercomFreshdesk

Industry Keywords

HospitalityAccount ManagementCustomer SuccessPeak-Season Planning24/7 Operations

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
Handle missed SLAs, escalations, and requests the company will not take on
Set up new teams, including hiring, training, QA, reporting, and go-live
Grow language and time-zone coverage across hubs
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 team-lead and supervisor layers
Manage attrition and engagement targets
Develop at least one successor for account continuity

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 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 in the engagement agreement; eligibility may vary for employees and independent contractors