Key Account Manager
New
S
SupportYourAppCustomer support
Workable workplace: remote; Workable locations: Moldova. Chișinău, Chisinau, Moldova. Bălți, Balti, Moldova. Tiraspol, Administrative-Territorial Units of the Left Bank of the Dniester, Moldova. Bender, Bender, Moldova. Cahul, Cahul District, MoldovaFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English at C1 level or above.
- Experience
- 2+ years leading operations, account management, service delivery, or customer success.
- Required Skills
- SalesforceCustomer SuccessZendeskAccount Management
Requirements
- English at C1 level or above.
- Hands-on experience in hospitality, such as hotels, travel companies, OTAs, or booking platforms.
- At least 2 years leading operations, account management, service delivery, or customer success.
- Experience leading 24/7 teams of 100+ people through team leads.
- A track record of growing accounts, such as launching a new service line or team.
- Experience building processes, including SOPs, QA, and escalations.
- Experience with peak-season planning, service recovery, and workforce management, including forecasting, scheduling, occupancy, and shrinkage.
- Confidence using CRM, helpdesk, and WFM tools such as Zendesk, Salesforce, Intercom, or Freshdesk.
- Experience negotiating with client decision-makers.
- Ability to stay calm, organized, and decisive with incomplete information.
Responsibilities
- Own the account’s commercial results, operations, and reputation.
- Run operations calls, monthly business reviews, and quarterly strategy sessions, and report performance and risks to client leadership.
- Negotiate SLAs, KPIs, rates, and scope with the client, and coordinate MSAs, SOWs, and amendments with Legal and Finance.
- Turn client requests into scoped, costed, and staffed workstreams.
- Launch new teams, including hiring, training, QA, reporting, and go-live, then hand them to a lead.
- Establish SOPs, escalation paths, QA criteria, knowledge base ownership, and shift handovers.
- Prepare teams for peak seasons and disruptions, lead service recovery, and adapt support to the guest journey.
- Build the team lead and supervisor layer, manage attrition and engagement, and develop a successor.
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