(American English) Key Account Manager (EU, remote)
Core
Lead commercial results, operations, and reputation for key hospitality clients by building and managing dedicated support teams.
Role type
Senior Key Account Manager (Hospitality Support)
Builds
Dedicated support teams, SOPs, escalation paths, and service delivery structures for client accounts.
Domain
B2B Support-as-a-Service / Hospitality Industry
Required skills
Account management, team leadership (100+ staff), SLA/KPI negotiation, process creation (SOPs/QA), workforce management, CRM proficiency, crisis management
Preferred skills
Hospitality industry background, peak-season planning, service recovery, hiring and training
Technologies
Zendesk, Salesforce, Intercom, Freshdesk
Responsibilities
Own commercial results and account reputation; negotiate SLAs, KPIs, rates, and scope with clients; build and launch support teams from zero; create operational structures and escalation paths; plan for peak seasons and service disruptions; lead team leaders and successors.
Seniority
Senior, hands-on IC