Key Account Manager – Remote (EU)

About the role

SupportYourApp is looking for a Key Account Manager to own and grow a strategic client relationship across Europe. Working remotely, you will partner with the Chief Client Officer to drive commercial results, operational excellence and client satisfaction.

Key responsibilities

• Own the account’s commercial performance, operations and reputation, leading ops calls, business reviews and strategy sessions.
• Negotiate SLAs, KPIs, rates and scope with the client and coordinate legal and finance agreements.
• Translate client requests into scoped, costed workstreams and manage escalations, missed SLAs and service recovery.
• Build and launch new support teams from hiring through training, QA and reporting, then hand over to team leads.
• Establish SOPs, escalation paths, QA criteria and run root‑cause reviews after incidents.
• Plan peak‑season staffing, forecast demand and lead service recovery during disruptions.
• Develop a layer of team leads and supervisors, maintain attrition and engagement targets, and mentor successors.

Required profile

• Fluent English (C1 level or higher).
• 2+ years leading operations, account management or customer success in hospitality, travel or booking platforms.
• Experience managing 24/7 teams of 100+ staff through team leads.
• Proven track record of launching new service lines, building processes, SOPs and QA frameworks.
• Strong negotiation experience with client decision‑makers.

Required skills

• Zendesk
• Salesforce
• Intercom
• Freshdesk

What we offer

• Fully remote work during business hours.
• Compensation paid in USD.
• Inclusive international environment with no time‑tracking requirements.
• Opportunities for personal growth, referral rewards and a culture built on trust.