Key Account Manager
New
S
SupportYourAppCustomer support
Workable workplace: remote; Workable locations: Zagreb, Grad Zagreb, Croatia. Croatia. Split, Split-Dalmatia County, Croatia. Rijeka, Primorje-Gorski Kotar County, Croatia. Osijek, Osijek-Baranja County, Croatia. Zadar, Zadar County, CroatiaFull-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 hospitality experience, 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.
- A 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 you only have 70% of the 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 work with Legal and Finance on MSAs, SOWs, and amendments.
- Turn client requests into scoped, costed, and staffed workstreams.
- Build and launch 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; lead root-cause reviews after serious misses.
- Plan 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 at least one successor.
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