（美式英语）关键客户经理（罗马尼亚，远程）
(American English) Key Account Manager (Romania, remote)
我们是谁？
SupportYourApp 是一家全球智能支持即服务公司。自 2010 年以来，我们与 30 多个国家的 250 多家科技公司合作，提供安全的客户和技术支持。正在寻找一个你的决策将影响整个运营的职位吗？
作为关键客户经理加入我们的支持团队。你将与首席客户官合作，帮助客户成长并领导其背后的团队，加入一家被万事达卡、Calm 和 WeTransfer 信赖的公司。
听起来有趣吗？让我们看看需要什么 💛
你将负责：
- 管理客户账户。你将对商业成果、运营和声誉负责。你将主持运营会议、月度业务评审和季度战略会议，并向客户领导层提供对绩效和风险的诚实评估。
- 双向谈判。与客户协商 SLA、KPI、费率和可交付范围，同时与法务和财务部门合作处理 MSA、SOW 和修改协议。在内部，你将确保人员编制、招聘优先级、工具和培训资源。
- 将需求转化为计划。你将把模糊的要求转化为有范围、有成本、有人员的工作流，当某些内容不合理时进行反驳，并处理关于未达成 SLA、升级或我们不接受的需求的困难对话。
- 组建并启动团队。你将从零开始建立新团队，包括招聘、培训、质量保证、报告和上线，然后将其交给负责人。当客户进入新市场时，你还将扩展我们各中心的语言和时区覆盖。
- 建立结构。你将制定 SOP、升级路径、质量保证标准、知识库责任和班次交接流程。每次出现严重失误后，你将进行根本原因分析，修复流程而非指责个人。
- 规划出差日历。你将为旺季和突发情况做准备，主导服务恢复，并根据真实的客户旅程调整支持方式。
- 通过领导者进行领导。你将建立团队负责人和主管层级，保持流失率和参与度在目标范围内，并培养至少一名继任者，使客户账户在你不在时仍能持续发展。
要在这个职位上取得成功，你需要：
- 英语达到 C1 级或以上。
- 在酒店、旅游公司、OTA 或预订平台等旅游行业有实际操作经验。
- 2 年以上运营、客户管理、服务交付或客户成功方面的管理经验。这包括通过团队负责人管理 100 人以上的 24/7 团队。
- 有客户增长的记录，例如成功推出...
查看英文原文
Who are we?
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. Looking for an account where your decisions shape the whole operation?
Join our supporters as a Key Account Manager. You'll work with ourChief Client Officer to help a client grow and lead the team behind it, joining a company trusted by Mastercard, Calm, and WeTransfer.
Sounds interesting? Let's see what it takes 💛
What you will do:
- Own the account. You'll be responsible for its commercial results, operations, and reputation. You'll run ops calls, monthly business reviews, and quarterly strategy sessions, and give client leadership an honest read of performance and risks.
- Negotiate on both sides. With the client, you'll agree on SLAs, KPIs, rates, and scope we can deliver, and you'll work with Legal and Finance on MSAs, SOWs, and amendments. Internally, you'll secure headcount, hiring priority, tooling, and training capacity.
- Turn requests into plans. You'll 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 we won't take on.
- Build and launch teams. You'll set up new teams from zero, including hiring, training, QA, reporting, and go-live, then hand them to a lead. You'll also grow language and time-zone coverage across our hubs as the client enters new markets.
- Create structure. You'll set up SOPs, escalation paths, QA criteria, knowledge base ownership, and shift handovers. After every serious miss, you'll run a root-cause review that fixes the process, not the person.
- Plan for the travel calendar. You'll prepare the team for peak seasons and disruptions, lead service recovery, and adapt support to the real guest journey.
- Lead through leaders. You'll build the team lead and supervisor layer, keep attrition and engagement on target, and grow at least one successor so the account keeps moving while you're offline.
What you need to succeed in this role:
- 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. This includes 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 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.
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, but also – internal health policy;
- 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.
*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.
You can learn more about the company and its culture by visiting the official website and social pages on Facebook, Instagram, and LinkedIn.
So if you are a proactive Account Manager who excels at building strong client relationships and driving results, grab the chance to collaborate with us and send your CV in English.
Know someone perfect for the role? Refer them and get rewarded!
We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.
Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.
Internal job code:46T
Originally posted on Himalayas