Customer Success Manager - French/Spanish

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 compliance with local employment laws, resource management trends, managed.

• 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 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).