Key Account Manager
New
S
SupportYourAppCustomer support
Workable workplace: remote; Workable locations: Slovakia. Bratislava, Bratislava Region, Slovakia. Košice, Košice Region, Slovakia. Prešov, Prešov Region, Slovakia. Žilina, Žilina Region, Slovakia. Nitra, Nitra Region, SlovakiaFull-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.
- 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, including SOPs, QA, and escalations, from close to nothing.
- 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.
Responsibilities
- Own the account’s commercial results, operations, and reputation.
- Run operations calls, monthly business reviews, and quarterly strategy sessions, and communicate 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, and address escalations and missed SLAs.
- Build and launch teams, including hiring, training, QA, reporting, and go-live, then hand them to a team 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 a successor.
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