Key Account Manager - Remote

About This Role

Key Account Managers at SupportYourApp are responsible for the commercial results, operations, and reputation of a client account. You will work with the Chief Client Officer to help a client grow and lead the team behind it, shaping the entire operation. This role suits a proactive account manager who excels at building strong client relationships and driving results.

Responsibilities

• Own the account, being responsible for its commercial results, operations, and reputation
• Run ops calls, monthly business reviews, and quarterly strategy sessions
• Give client leadership an honest read of performance and risks
• Negotiate with the client on SLAs, KPIs, rates, and scope
• Work with Legal and Finance on MSAs, SOWs, and amendments
• Secure headcount, hiring priority, tooling, and training capacity internally
• Turn vague client requests into scoped, costed, and staffed workstreams
• Push back when something doesn't add up and handle hard conversations about missed SLAs, escalations, or requests the company won't take on
• Set up new teams from zero, including hiring, training, QA, reporting, and go-live, then hand them to a lead
• Grow language and time-zone coverage across hubs as the client enters new markets
• Set up SOPs, escalation paths, QA criteria, knowledge base ownership, and shift handovers
• Run a root-cause review after every serious miss to fix the process
• Prepare the team for peak seasons and disruptions
• Lead service recovery and adapt support to the real guest journey
• Build the team lead and supervisor layer
• Keep attrition and engagement on target
• Grow at least one successor so the account keeps moving while you're offline

Requirements

• English at C1 level or above
• Hands-on experience in hospitality, such as working in hotels, travel companies, OTAs, or booking platforms
• 2+ years leading operations, account management, service delivery, or customer success, including 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
• The ability to stay calm, organized, and decisive when you only have 70% of the information

Benefits

• Providing services during business hours
• Opportunity to cooperate fully remotely
• Inclusive international environment
• Rewards for referring friends
• Balance between project workload and personal time
• Internal health policy
• Responsive leadership interested in your growth and long-lasting cooperation
• Greenhouse conditions for self-development
• A culture built on trust, with no time-tracking requirements

Application Process

• Send your CV in English

About the Company

SupportYourApp is a global Intelligent Support-as-a-Service company. Since 2010, it has partnered with over 250 tech companies in more than 30 countries to deliver secure customer and technical support. The company is trusted by Mastercard, Calm, and WeTransfer.