Senior Account Director - German speaker

Onepilot; Paris; Híbrido; EUR 90.000 - 140.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

MacBook provided

Annual team offsites

Flexible hybrid remote policy

Descripción de la vacante

Onepilot seeks a Senior Account Director fluent in German to lead a portfolio of strategic clients from Paris. You will manage executive relationships, drive growth, and ensure operational excellence across accounts.

Reporting to the COO, you will mentor Account Managers and lead quarterly business reviews in a hybrid Paris setting to scale customer success and deliver outstanding service.

Formación

• 7+ years in Customer Success, Account Management, or Operations.
• Experience managing strategic client relationships and leading teams.
• Strong analytical mindset and ability to drive process improvements.

Responsabilidades

• Own a portfolio of high-value clients and act as their trusted strategic partner.
• Lead Quarterly Business Reviews and executive steering committees.
• Mentor and develop a team of Account Managers; drive client onboarding and transitions.
• Identify upsell opportunities and collaborate with Sales to maximize growth.

Conocimientos

Strategic account management

Team leadership

Operational excellence

Data analysis

Stakeholder management

Excellent communication

German fluent

English fluent

Descripción del empleo

Senior Account Director - German speaker## AboutOnepilot est la solution qui réinvente le service client externalisé en proposant à ses +250 clients des agents dédiés natifs basés en Europe et au Royaume-Uni. Grâce à sa technologie propriétaire, la compagnie simplifie le quotidien de ses agents, promettant ainsi un service client personnalisé, adapté et surtout qualitatif.Avec des bureaux situés à Paris et Londres, Onepilot a pour ambition d’élargir son activité en France, en Europe mais aussi au-delà des frontières européennes. Pour cela, l’entreprise met tout en œuvre pour fortifier sa technologie pour toujours s’adapter aux besoins de ses clients et de ses agents.Cette aventure, lancée en 2021, ne serait pas possible sans tous les efforts de ses pilots, c’est pourquoi Onepilot offre aussi de nombreuses opportunités et perspectives d’évolution : de l’account management aux sales en passant par le produit ou la tech, vous progresserez dans un environnement stimulant et valorisant.En chiffre Onepilot c’est : +30m de revenus annuels +5.000.000 tickets déjà répondus +17,5m€ levés auprès d'investisseurs reconnus +100 employés +2000 agents## Job DescriptionAs part of our growth, we are looking for our next **Senior Account Director** to lead and grow a portfolio of strategic Onepilot clients.Reporting directly to **Lucas, COO**, you will oversee a team of Account Managers and ensure operational excellence across your portfolio. As the senior point of contact for our customers, you will combine strategic account management and operational leadership to deliver outstanding customer support experiences.Your mission is to scale customer support operations, strengthen long-term client partnerships, and drive sustainable growth while ensuring best-in-class operational performance.### 1. Strategic Account Leadership* Own a portfolio of high-value clients and act as their trusted strategic partner* Build long-term executive relationships with key stakeholders* Lead Quarterly Business Reviews and executive steering committees* Ensure client satisfaction, retention, and long-term account growth* Anticipate customer needs and proactively identify opportunities to create additional value### 2. Operational Excellence* Own and monitor operational performance across your portfolio (SLAs, KPIs, quality, productivity, CSAT)* Ensure consistent service delivery while maintaining high operational standards* Analyze performance data to identify trends, risks, and improvement opportunities* Drive continuous optimization of processes and delivery methodologies* Partner with Operations, Product, and Support teams to continuously improve customer experience### 3. Team Leadership & Development* Lead, mentor, and develop a team of Account Managers* Support managers in scaling their client portfolios and operational performance* Foster a culture of ownership, accountability, and continuous improvement* Coach team members through regular feedback and performance reviews* Share best practices and contribute to the development of the Customer Success organization### 4. Business Growth* Identify upsell and expansion opportunities across your portfolio* Collaborate closely with Sales and Operations to maximize account growth* Support strategic client onboarding and major account transitions* Contribute to the evolution of Onepilot's customer support offering through client feedback and market insights## Preferred Experience* 7+ years of experience in Customer Support, Customer Success, Operations, or Account Management* Significant experience managing strategic client relationships* Proven track record of leading and developing high-performing teams* Strong operational mindset with excellent analytical skills* Comfortable managing complex projects and multiple stakeholders* Strategic thinker with a hands-on approach and strong execution capabilities* Excellent communication and presentation skills* Fluent German and English. French is also a plus.### What we offer* A pivote role in a fast-paced environment* Competitive salary* Flexible remote policy (hybrid, not fully remote)* HR review twice a year to support your professional growth* MacBook, annual team offsites, all-hands and more!## Recruitment Process First HR call to discuss the role & your motivation Interview with Lucas, our COO, where you will have to prepare a live case study Final interview with other team membersJoin Onepilot and be part of an innovative team dedicated to build the next-gen customer care outsourcing solution.Onepilot is an equal opportunity employer and values diversity in the workplace.## Additional Information* Contract Type: **Full-Time*** Location: **Paris*** **Occasional remote authorized**