Strategic Account Director, Flexible Remote Support

Onepilot; Paris; Hybride; EUR 90 000 - 150 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

MacBook

Annual team offsites

Résumé du poste

Onepilot is seeking an Account Director in Customer Support to lead and grow a portfolio of strategic clients. You will report to Lucas, COO, and oversee Account Managers to deliver best-in-class customer support experiences.

You will scale operations, strengthen partnerships, and drive sustainable growth while maintaining high performance; you will own strategic leadership and mentorship across the team.

Qualifications

• 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.
• Fluent French and English. A third language is a plus.

Responsabilités

• Own a portfolio of high-value clients and act as their trusted strategic partner.
• 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.
• Own and monitor operational performance across your portfolio (SLAs, KPIs, quality, productivity, CSAT).
• Lead, mentor, and develop a team of Account Managers.

Connaissances

Strategic account leadership

Operational excellence

Team leadership

Client relationship management

Data analysis

SLA/KPIs management

Effective communication

Description du poste

Onepilot is seeking an Account Director in Customer Support to lead and grow a portfolio of strategic clients. You will report to Lucas, COO, and oversee Account Managers to deliver best-in-class customer support experiences.

You will scale operations, strengthen partnerships, and drive sustainable growth while maintaining high performance; you will own strategic leadership and mentorship across the team.