Job Title

Customer Success Manager - French/Spanish

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 (general 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.
Ide

📌 Customer Success Manager (Barcelona)
🏢 Concentrix
📍 Barcelona