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

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 our Chief Client Officerto 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.

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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: 47N