Account Manager

• 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

Account Manager jobs in Bosnia and Herzegovina

Key Account Manager