Customer Success Manager

Location
Spain
Rate, USD
Not specified
Work schedule
Full Time,
Language skills
English, French, Spanish
Available for Hire
Yes
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About me

I am a Customer Success and Operations Manager with over 6 years of experience in B2B SaaS and healthcare technology. I have a proven ability to lead distributed teams, manage strategic accounts, and implement scalable success frameworks in fast-paced, remote-first environments. My skills include driving adoption, aligning internal and external stakeholders, and optimizing service delivery through data. I am fluent in English and Spanish, with international experience across North America, EMEA, and LATAM. I am passionate about open source, process automation, and customer-centric growth.




Education

2010 – 2014 Bachelor’s in Marketing & Business Communication @ ESIC / URJC
2023 SAP Business One Basics @ SAP Learning Hub
2022 Excel Advanced for Operations & Reporting @ Coursera
2021 Customer Service Fundamentals @ LinkedIn Learning
2023 Customer Success Foundations @ LinkedIn Learning
2023 Support Operations & Ticket Triage @ Freshdesk Academy
2022 Advanced Communication & Empathy in Customer Service @ Udemy

Experience

Sep 2023 – Present Customer Success Manager / PMO @ Insulcloud

Led onboarding and lifecycle management of B2B clients using proprietary healthcare platform. Built success plans, drove usage KPIs, and coordinated escalations across engineering and product teams. Developed SOPs for internal operations and customer workflows. Reported on performance trends and supported renewal strategy.

Feb 2022 – Sep 2023 Customer Support & Clinical Enablement Analyst @ Laerdal Medical

Supported hospitals and healthcare orgs using medical training software. Facilitated stakeholder communications and training during implementations. Analyzed usage data and recommended workflow improvements. Collaborated with Sales, Customer Support, and Product for cross-functional alignment.

Nov 2020 – Feb 2022 Technical Customer Service Specialist @ Cadinet

Handled support and lifecycle operations for B2B tech clients. Proposed customer-centric process improvements. Managed tickets and escalations using JIRA and CRM systems.

Apr 2020 – Nov 2020 Support Analyst (Public Sector) @ Seresco

Supported digital platform rollout across government agencies. Diagnosed deployment failures and coordinated fixes within SLAs.

Mar 2018 – Mar 2020 Support Analyst (B2B US market) @ DXC Technology

Provided technical support to U.S. retail and financial institutions. Built escalation protocols and improved ticket routing via analytics.

Jan 2017 – Jan 2018 Technical Support Analyst (B2B Travel Systems) @ Amadeus IT Group

Led deployment and support of administrative platforms across regional government agencies. Diagnosed and resolved API integration errors during live rollouts. Coordinated response teams to handle priority technical incidents during tight SLA windows.

Jan 2015 – Dec 2016 Customer Service Representative (Trainee) @ Allianz Partners

Managed B2C and B2B insurance-related queries in English and Spanish. Tracked and resolved time-sensitive support tickets under pressure. Assisted with outbound outreach to update payment and client data.


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