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
