Enterprise Account Director
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As part of our growth, we are looking for our next Enterprise 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 them 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 Operations 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 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 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 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 members
Join 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.
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