To strengthen its customer success operations in Italy, Otoqi is looking for a Team Lead Account Manager who will be the driving force behind a growing Account Management team. The Team Lead Account Manager play a key role in managing the team, ensuring exceptional customer experiences and directly contributing to customer success strategy and execution.

Management & Leadership

• Recruit, train, and mentor the Account Management team. Starting with one member, with plans to grow in 2026.

• Define individual and team objectives, monitor progress, and facilitate team rituals (1:1s, weekly meetings, quarterly reviews).

• Unite the team around a shared vision of customer excellence, fostering skill development and autonomy.

• Provide regular reporting on team performance (operational KPIs, customer satisfaction, etc.).

Cross-Functional Collaboration

• Work closely with Sales, Logistics, BPO, and Central Ops teams to ensure a cohesive commercial approach and high customer satisfaction.

• Serve as the interface between clients, CSMs, and internal teams to ensure a consistent customer experience.

• Participate in cross-functional projects (new offer launches, continuous process improvement, CRM tool enhancements).

Customer Performance & Strategy

• Define and implement strategies for the user base with a focus on profitability.

• Maximize user activity through KPI monitoring (order frequency, reactivation of dormant accounts, etc.).

• Oversee client onboarding, configuration, and training, ensuring SLA compliance and initial satisfaction.

• Challenge and optimize CSM processes to improve efficiency, reduce churn, and maximize customer value.

• Consolidate field feedback and propose product or organizational improvements.

Customer Culture & Continuous Improvement

• Promote a feedback-driven culture and continuous improvement within the team.

• Ensure high-quality interactions with clients and adherence to Otoqi best practices.

• Contribute to structuring tools, dashboards, guides, and playbooks in collaboration with Central Ops.

Expected outcomes

• Achievement of customer satisfaction and retention targets across assigned accounts.

• Strengthened client relationships leading to upsell and cross-sell opportunities.

• Increased customer adoption and usage through proactive support and engagement.

• Improved operational efficiency through optimized processes and data-driven insights.

• Contribution to overall revenue growth and long-term customer loyalty.

Résultats attendus

• Achieve (and exceed) sales targets.

• Expansion of the client portfolio and development of strategic business relationships.

• Demonstrate strong closing skills, ensuring consistent achievement of revenue targets.

• Continuous improvement of team performance through structured coaching and training.

• High customer satisfaction, with strengthened retention rates.

• Customer Success & Leadership experience: Proven background in Customer Success, Account Management, or related roles (4+ years), with at least 2 years in team leadership or management.

• Results-oriented: Strong ability to drive customer satisfaction, retention, and growth while optimizing CSM processes and KPIs.

• Communication & Coaching: Excellent interpersonal skills to mentor and motivate the team, fostering collaboration, autonomy, and a customer-focused mindset.

• Cross-functional & Strategic mindset: Skilled at working with Sales, Operations, Logistics, and other teams; able to analyze data and adapt strategies to maximize customer value.

• Process Improvement & Problem-solving: Experienced in implementing best practices, tools, dashboards, and workflows to improve efficiency and service quality.

• Language skills: Mandatory spoken and written English and Italian proficiency (C1).

Nice To have

• Experience in the Automotive industry or 3PL Services.

• Experience in start-up/scale-up

Nos valeurs

• 🏆 Innovation: We are and feel innovetors, Help revolutionize the automotive logistics sector by bringing innovative solutions to the challenges of the automotive industry.

• 🔎 Customer Focus: We believe that fostering strong relationships and satisfaction of our Customers is the cornerstone of our success, built on principles of trust and transparency.

• 🎉 Team spirit: Team spirit and collaboration is a cornerstone of our DNA, partecipate and promote team activities to foster this company asset.

• 👊 Determination: We are relentless and resolute, always willing to make the extra mile. We face challenges head-first, do mistakes and learn from them not giving up.

Ce que nous vous offrons

• 🚀 Career development: Otoqi values initiative and autonomy, providing an environment conducive to your personal and professional growth.

• 🌍 International environment: Join a company with operations in France, Italy, and Germany, with plans for further international expansion.

• 🏠 Flexible work policy: Flexible/hybrid remote working policy, promoting a balance between professional excellence and private life.

Other details and perks

• Contract type: 3° livello CCNL Commercio

• 🍽️ Meal vouchers : Meal tickets of 8€/day

• 📞 Full Telephone plan to be used for work and personal use if you want

• 🎁 Additional perks: Take advantage of various benefits that support your well-being at Otoqi, like mental health coaching plan, snacks and fresh fruit every day and learning budget.

• A phone interview with Hermine - Talent Acquisition Manager (30’)

• An interview with Marco - General Manager (1h)

• Short logic test (30’)

• A technical interview (1h)