Description
We are looking for a Key Account Manager & Operations Lead to join our team. As a Key Account Manager, you will work with our Chief Client Officer to help a client grow and lead the team behind it. You will be responsible for owning the account, managing the client relationship, turning requests into plans, maintaining and improving operations, leading through leaders, handling account administration, and planning for the travel calendar.
Responsibilities:
- Own the account and be accountable for its overall health
- Manage the client relationship with confidence and discuss SLA compliance, KPIs, and service delivery
- Turn requests into clear, scoped, and staffed workstreams
- Maintain and improve operations, including SOPs, escalation paths, reporting, and handovers
- Lead through leaders and set priorities, delegate across the existing account team
- Handle account administration, including invoicing, account documentation, and onboarding and offboarding
- Plan for the travel calendar and help prepare the team for peak seasons and disruptions
Requirements:
- English at C1 level or above
- At least 2 years of leadership experience in Customer Support operations
- Experience in hospitality, travel, or booking platforms
- Experience managing Customer Support teams of 50+ people
- Strong client-facing communication and stakeholder management skills
- Proven operational leadership and end-to-end ownership of a complex client account
- Experience improving operational processes
- Availability to work hours that overlap with the client's schedule
- 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
- Compensation in USD
- Rewards for referring friends
- Balance between project workload and personal time
- 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