(American English) Key Account Manager (Croatia, remote)

SupportYourApp

18h•Remote

About The Position

SupportYourApp is a global Intelligent Support-as-a-Service company. Since 2010, we've partnered with 250+ tech companies in 30+ countries to deliver secure customer and technical support. This role offers an opportunity to work with the Chief Client Officer to help a client grow and lead the team behind it, joining a company trusted by Mastercard, Calm, and WeTransfer.

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, and building processes from scratch, 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.

Responsibilities

Own the account, including its commercial results, operations, and reputation.
Run ops calls, monthly business reviews, and quarterly strategy sessions, and provide client leadership with an honest read of performance and risks.
Negotiate SLAs, KPIs, rates, and scope with the client, and work with Legal and Finance on MSAs, SOWs, and amendments.
Internally, secure headcount, hiring priority, tooling, and training capacity.
Turn vague asks into scoped, costed, and staffed workstreams, push back when something doesn't add up, and handle hard conversations about missed SLAs, escalations, or requests that cannot be taken 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 root-cause reviews after serious misses to fix processes, not people.
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, and grow at least one successor.