Team Lead Account Management

Team Lead Account Management (F/M)atOTOQI Logistics Deutschland GmbHSince its inception in****, Otoqi has established itself as a leading start-up in the automotive logistics sector, moving away from the old fashioned truck & trailer world, to a nimble and platform based driver-on-demand model.Our strength lies in combining cutting-edge technology with operational excellence.Each year, our 2,000 drivers move over 500,000 vehicles across Europe in under 48 h.Our platform helps car rental companies, car dealers and car manufacturers overcome their logistical challenges.We set the industry standard for vehicle transportation in Europe, offering higher reliability and faster service through our disruptive model and continuous innovation.With €10M raised in our Series B funding round in ****, and a footprint in France, Italy, and Germany, we are targeting new countries for our international growth in the coming years.Job DescriptionTo strengthen its customer success operations in Italy, Otoqi is looking for a Team Lead Account Management who will be the driving force behind a growing Account Management team.The Team Lead Account Management will play a key role in managing the team, ensuring exceptional customer experiences, and directly contributing to customer success strategy and execution.Main ResponsibilitiesManagement & LeadershipRecruit, train, and mentor the Account Management team.Starting with one member, with plans to grow in ****.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 CollaborationWork 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 experience.Participate in cross-functional projects (new offer launches, continuous process improvement, CRM tool enhancements).Customer Performance & StrategyDefine and implement strategies for the user base with a focus on profitability.Maximise 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 optimise CSM processes to improve efficiency, reduce churn, and maximise customer value.Consolidate field feedback and propose product or organisational improvements.Customer Culture & Continuous ImprovementPromote 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 OutcomesAchievement 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 optimised processes and data-driven insights.Contribution to overall revenue growth and long-term customer loyalty.Your ProfileCustomer 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 optimising 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 analyse data and adapt strategies to maximise 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 HaveProficiency in CRM tools (e.g., HubSpot): comfortable with commercial management tools to monitor and optimise team and sales performance.Experience in the Automotive industry or 3PL Services.Experience in start-up/scale-up.Values at OtoqiInnovation: We are innovators, helping revolutionise 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, participating and promoting 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, learn from mistakes and never give up.What Else We Offer