Customer Success Manager - French/Spanish

Concentrix; Barcelona; Presencial; EUR 60.000 - 80.000; Jornada completa

Descripción de la vacante

A global IT services provider located in Barcelona is seeking a highly skilled Customer Success Manager to oversee operations of a team delivering quality service to key clients. The role requires strong leadership, customer service experience, and a background in technology management. Ideal candidates should possess a bachelor's degree and 7+ years in project management. You'll drive team performance and ensure contract compliance in a collaborative environment.

Formación

• Minimum 7+ years of experience in project or service management in IT services.
• Fluent in English (written and verbal) is required.
• Strong understanding of customer service operations.

Responsabilidades

• Lead day-to-day operations for Cloud Solution Architects.
• Manage SLAs, KPIs, and contractual obligations.
• Identify and drive continuous improvement opportunities.

Conocimientos

Project or service management

Client relationship management

Leadership capabilities

Technical understanding

Problem-solving skills

Educación

Bachelor’s degree in business, IT, or related field

Herramientas

ITSM principles

PMP certification

ITIL certification

Descripción del empleo

Customer Success Manager - French/Spanish

Join to apply for the Customer Success Manager - French/Spanish role at Concentrix

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 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 coordinating with client stakeholders to understand the 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 compliance with 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 (e.g., 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 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 level

Mid‑Senior level

Employment type

Full‑time

Job function

Other

Industries

IT Services and IT Consulting

Referrals increase your chances of interviewing at Concentrix by 2x

Get notified about new Customer Success Manager jobs in Barcelona, Catalonia, Spain.