Key Account Manager
New
S
SupportYourAppTechnical Support
Prague, Prague, Czechia. Chișinău, Chisinau, Moldova. Brussels, Brussels, Belgium. Vienna, Vienna, Austria. Zagreb, Grad Zagreb, Croatia. Valletta, Port Region, MaltaFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English at C1 level or above
- Experience
- 2+ years
- Required Skills
- SalesforceZendeskAccount Management
Requirements
- English language proficiency at C1 level or above.
- Hands-on experience in the hospitality industry (hotels, travel, OTAs, or booking platforms).
- 2+ years of experience leading operations, account management, service delivery, or customer success.
- Proven experience managing 24/7 teams of 100+ people through team leads.
- Demonstrated success in account growth, including launching new service lines.
- Experience building processes from scratch including SOPs, QA, and escalations.
- Expertise in peak-season planning, service recovery, and workforce management (forecasting, scheduling, occupancy).
- Proficiency with CRM, helpdesk, and WFM tools (e.g., Zendesk, Salesforce, Intercom, Freshdesk).
- Experience negotiating with client decision-makers.
- Ability to work decisively with partial information.
Responsibilities
- Own the account commercial results, operations, and reputation.
- Conduct operations calls, monthly business reviews, and quarterly strategy sessions.
- Negotiate SLAs, KPIs, rates, and project scopes with clients.
- Lead the setup of new teams including hiring, training, and go-live processes.
- Develop and maintain operational SOPs, escalation paths, and QA criteria.
- Perform workforce management including forecasting, scheduling, and occupancy planning.
- Manage team leads and supervisors to ensure performance targets are met.
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