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

About the Role

The Key Account Manager position at SupportYourApp offers a unique opportunity for professionals looking to make a significant impact on client relationships and operational success. In this role, you will be instrumental in driving the performance of key accounts, collaborating closely with clients and internal teams. The first few months will focus on understanding the client’s needs, building rapport, and establishing operational frameworks to ensure seamless service delivery. Your influence will shape the way the company interacts with its clients, making this a pivotal role within the organization.

Key Responsibilities

• You will take ownership of the client account, responsible for its commercial outcomes, operational efficiency, and overall reputation, ensuring that the client’s needs are met effectively.
• Your negotiation skills will be put to the test as you establish Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) with clients, while also collaborating with the Legal and Finance teams on necessary contractual documents.
• Transforming client requests into actionable plans will be a key part of your role, requiring you to develop clear, scoped workstreams while managing expectations and addressing any discrepancies.
• Building and launching teams will be another essential responsibility, where you will oversee hiring, training, and operational setup, ensuring that the teams are equipped to meet the demands of the client.
• You will create structured processes by developing Standard Operating Procedures (SOPs), escalation paths, and quality assurance criteria that enhance overall service delivery.
• Planning for peak operational periods will involve preparing the team for busy seasons, ensuring service recovery strategies are in place, and adapting support to align with the client’s customer journey.
• Leading through leadership will be vital, as you will mentor team leads and supervisors, focusing on reducing attrition and fostering engagement while developing future successors for the account.

Requirements & Qualifications

• Fluency in English at a C1 level or higher is essential to communicate effectively with clients and stakeholders.
• A background in hospitality, such as experience with hotels or travel companies, is crucial to understand the nuances of the industry.
• At least two years of experience in operational leadership or account management, particularly in managing large teams, is highly desirable.
• You should have a proven track record in account growth, including launching new services and building effective operational processes.
• Familiarity with workforce management and customer service tools like Zendesk, Salesforce, or Freshdesk will aid in your performance.
• Demonstrated experience in negotiation with client decision-makers is necessary to effectively manage contracts and expectations.

What You’ll Gain

• This role offers the chance to enhance your leadership skills by managing diverse teams and driving operational excellence.
• You will develop strong negotiation skills that are critical for client management and service delivery.
• Experience in a global company will provide insights into international business operations and client relationships.
• Opportunities for career advancement are abundant, with potential pathways into senior management or specialized account roles.

How to Apply

If you are ready to take on this exciting challenge, please submit your application through our website. You can apply directly by clicking this link: Apply here.