Customer Success Manager - French/SpanishLocation: Greater Barcelona Metropolitan Area
Responsibilities
Lead day‐to‐day operations for 15‐20 Cloud Solution Architects (CSAs), ensuring capacity planning, resource allocation, service quality, performance, and customer satisfaction.
Assign, monitor, and coordinate resource allocation, resolve conflicts, manage day‐to‐day end‐customer facing project deliverables, match skills to customer requirements, and escalates to stakeholders when the client's demands cannot be met.
Define up‐skilling/cross‐skilling roadmaps for upgrading technical and communication skills to meet evolving demands.
Maintain accuracy of CSA profiles for workload allocation and high utilization as per contractual obligations.
Proactively find work for CSAs with low workload, including up‐skilling to expand scope and coordinate with client stakeholders to address gaps.
Act as main point of contact between the client (delivery managers, account managers, resource managers, regional technical POD leaders) and internal teams (global and local), building collaborative relationships.
Manage SLAs, KPIs, and contractual obligations, ensuring performance metrics are met or exceeded.
Facilitate daily stand‐ups, weekly reviews, and regular reporting on team performance, incident trends, and customer feedback.
Identify and drive continuous improvement opportunities in support workflows, documentation, and escalation procedures.
Support resource sourcing, interviews, hiring, onboarding, training, and career development of team members.
Mitigate risks and resolve escalations in a timely and professional manner.
Align with HR, IT, Finance to ensure smooth operations and delivery compliance with local employment laws.
Qualifications
Bachelor's degree in business, IT, or a related field.
Reasonable understanding of technology in any one or multiple areas (e.g., Networking, Windows Servers, Azure, Dynamics, SQL, Development, Office365, VMWare, Active Directory).
Minimum 7+ years of experience in project or service management in an IT services environment in a managed IT services delivery setup.
Strong understanding and experience of customer service operations, ITSM principles, and client relationship management.
Proven experience leading technical support teams and managing enterprise‐scale client‐facing service delivery.
PMP, ITIL, or related certification is a plus.
Excellent communication, problem‐solving, and organizational skills.
Fluent in English (written and verbal).
Seniority LevelMid‐Senior level
Employment TypeFull‐time
Job FunctionOther
IndustriesIT Services and IT Consulting
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