Customer Success Manager - French / Spanish

Concentrix; Barcelona; Presencial; EUR 50.000 - 70.000; Jornada completa

Descripción de la vacante

A leading IT services provider in Barcelona is seeking a Senior Project Manager to lead a team of customer support professionals. This role requires a strong background in project management and a proven ability to enhance service delivery for clients. Candidates should have over 7 years of experience, a relevant bachelor’s degree, and expertise in IT service environments. Excellent communication skills in English are essential, and additional languages such as French and Spanish are a plus.

Formación

• 7+ years of experience in project or service management in IT services.
• Strong understanding of customer service operations, ITSM principles.
• Proven experience leading technical support teams.

Responsabilidades

• Lead day-to-day operations for Cloud Solution Architects.
• Manage SLAs, KPIs, and ensure performance metrics are met.
• Facilitate regular reporting on team performance and feedback.

Conocimientos

Leadership capabilities

Client-facing experience

Service delivery management

Problem-solving skills

Communication skills

Organizational skills

Educación

Bachelor's degree in business, IT, or a related field

Herramientas

Azure

SQL

Dynamics

VMWare

Active Directory

Descripción del empleo

Description

We are seeking a highly skilled and proactive Senior Project Manager (PM) or Service Manager (SM) to oversee and support a team of customer support professionals delivering high-quality service to a key client. The ideal candidate will have strong leadership capabilities, client-facing experience, and a proven track record of managing service delivery in a fast-paced, customer-oriented environment.

Responsibilities

• Lead day-to-day operations for 15-20 Cloud Solution Architects (CSAs), ensuring capacity planning, resource allocation, service quality, performance, and customer satisfaction.
• Assigning, monitoring, and coordinating resource allocation, resource conflicts, day-to-day end-customer facing project deliverables, matching skills to end-customer requirements, and timely escalation to internal and client stakeholders for any situations where the client demands cannot be met
• Define upskilling / cross-skilling roadmaps for upgrading / updating their technical skills (and communication skills if needed) to meet evolving demands from end-customers and clients.
• Maintain accuracy of CSA profiles for workload allocation and maintain high utilization as per contractual obligations for all CSAs
• High level of proactiveness in finding work for CSAs that have low workload, including defining upskilling requirements to expand workload scope and coordination with client stakeholders to understand gap between high-demand technical areas and fill gaps within
• Act as the main point of contact between the client (delivery managers, account managers, resource managers, regional technical POD leaders) and internal teams(global and local), maintaining strong, collaborative relationships.
• Manage SLAs, KPIs, and other contractual obligations, ensuring performance metrics are consistently 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, planning, onboarding, training, and career development of team members.
• Mitigate risks and resolve escalations in a timely and professional manner.
• Align with internal stakeholders (HR, IT, Finance) to ensure smooth operations and delivery compliancewith local employment laws, resource management trends, managed.

Qualifications

• Bachelor’s degree in business, IT, or a related field.
• Must have reasonable understanding of technology in any one or multiple areas (example Networking, Windows Servers, Azure, Dynamics, SQL, Development, Office365, VMWare, Active Directory, etc.)
• Minimum 7+ years of experience in project or service management in IT services environmentin 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).

Location

ESP Barcelona - C / de la Selva de Mar, 129

Language Requirements

English, French, Spanish

Time Type

Full time