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For Companies At a Glance
- Tasks: Lead a team to deliver top-notch customer support and drive client success.
- Company: Join Onepilot, an innovative company revolutionising customer care.
- Benefits: Competitive salary, equity options, flexible remote work, and professional growth support.
- Why this job: Be a key player in shaping the future of customer service.
- Qualifications: 5-7 years in operations and customer support with strong leadership skills.
- Other info: Work in a dynamic environment with opportunities for career advancement.
The predicted salary is between 36000 - 60000 £ per year.
As part of our growth, we are looking for our next Key Account Director in Customer Support. Reporting to Lucas, our COO, your main responsibilities will include:
- Own and monitor operational KPIs and SLAs for a portfolio of high-value clients
- Lead, mentor, and develop a team of Account Managers to ensure top-tier client service
- Act as the main point of contact for key stakeholders, fostering strong client relationships
- Identify and implement upsell opportunities in collaboration with the Sales and Ops teams
- Analyze data to improve customer experience, retention, and performance
- Drive cross-functional collaboration between Ops, Product, and Support teams
- Ensure continuous improvement of client delivery processes
Preferred Experience
- 5 to 7 years of experience in Operations and Customer Support roles
- Proven track record of managing client relationships and operational performance
- Experience in leading and developing high-performing teams
- Strong analytical and communication skills
- Strategic thinker with a hands-on approach
- Fluent in English and French. A third language is a plus.
What we offer
- A pivotal role in a fast-paced environment
- Competitive salary and equity package (BSPCE)
- 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!
First call to discuss the role & your motivation. Case study (take approximately 2h to prepare). Interview with Lucas, our COO. Final interview with Coralie, our Head of Quality and one other of Onepilot team member.
Join Onepilot and be part of an innovative team dedicated to building 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, London, Hamburg, Berlin
- Occasional remote authorised
Key Account Director employer: Onepilot
Contact Detail:
Onepilot Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Key Account Director
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Key Account Director role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research Onepilot, understand their values, and think about how your experience aligns with their needs. Practise common interview questions and be ready to showcase your strategic thinking and leadership skills.
✨Tip Number 3
Showcase your analytical skills! Be prepared to discuss how you've used data to improve customer experiences in past roles. Bring examples of how you've driven performance and retention – this will really impress the hiring team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Onepilot team.
We think you need these skills to ace Key Account Director
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Key Account Director role. Highlight your experience in managing client relationships and operational performance, as these are key aspects of the job. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're the perfect fit for this role. Share specific examples of how you've led teams and improved client experiences in the past. We love a good story!
Show Off Your Analytical Skills: Since the role involves analysing data to improve customer experience, make sure to mention any relevant analytical tools or methods you've used. We want to know how you can drive performance and retention through data-driven decisions!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about Onepilot and what we stand for!
How to prepare for a job interview at Onepilot
✨Know Your Numbers
As a Key Account Director, you'll be expected to own and monitor operational KPIs and SLAs. Brush up on relevant metrics and be ready to discuss how you've successfully managed these in the past. This shows you understand the importance of data in driving customer success.
✨Showcase Your Leadership Skills
You'll be leading a team of Account Managers, so it's crucial to highlight your experience in mentoring and developing high-performing teams. Prepare examples of how you've inspired your team to achieve top-tier client service and fostered strong relationships.
✨Be Ready for Case Studies
Onepilot will ask you to prepare a case study, so take this seriously! Use the two hours wisely to analyse a scenario related to client relationships or operational performance. Present your findings clearly and be prepared to discuss your thought process during the interview.
✨Communicate Effectively
Strong communication skills are key for this role. Practice articulating your thoughts clearly and concisely, especially when discussing complex ideas. Remember, you're not just talking to Lucas; you'll also need to impress Coralie and the rest of the team with your strategic thinking and hands-on approach.
