Mounir Behdaoui
@mounirbehdaoui
Multilingual Customer Success Operations Director driving efficiency and growth.
SpainWhat I'm looking for
I am a multilingual professional and results-driven Customer Success Operations Director with a strong focus on people development, process improvement, and team leadership. My career has been marked by a proven track record in post-sales client onboarding, securing department revenue renewals, and leading development projects. I thrive on driving efficiency and achieving business objectives through innovative coaching methods.
At Orisha/Openbravo, I led the creation of a dedicated customer service and development team, enhancing operational efficiency by 75% within my first year. My initiatives improved customer satisfaction NPS scores from negative to above 40% in just 24 months. I have successfully overseen the resolution of 1200 customer inquiries per month, achieving a 60% reduction in response time. My leadership has resulted in a 30% increase in customer retention rates and a 90+ attainment in renewals, safeguarding the company's monthly ARR.
Previously, as a Customer Support Manager at CA Technologies, I managed a large support team and resolved approximately 40,000 technical cases annually. My expertise in Lean Six Sigma and high-impact coaching has led to significant improvements in technical support processes and employee satisfaction. I am passionate about fostering a high-performing team culture and continuously seek opportunities for innovation and growth.
Experience
Work history, roles, and key accomplishments
Customer Success Operation Director
Orisha/Openbravo SLU
Jan 2019 - Present (6 years 5 months)
Led the creation of a dedicated customer service and development team of 34 members, enhancing operational efficiency by 75%. Implemented training programs that improved customer satisfaction NPS scores from negative to above 40%. Oversaw the resolution of 1200 customer inquiries per month, achieving a 60% reduction in response time.
Customer Support Manager
CA Technologies SA / Broadcom
Jan 2008 - Jan 2019 (11 years)
Led the professional growth of a large Barcelona-based support team above 34 technicians, assisting around 1400 clients throughout EMEA by resolving approximately 40000 technical cases per year. Implemented strategies to meet business objectives and organizational goals, resulting in increased customer satisfaction and employee growth. Engaged with delivery managers, customer success specialists,
Principal Support Engineer
CA Technologies SA
Responsible for delivering high level technical troubleshooting of customer’s problems, technical coach and mentor. Tasked with delivering a superior customer experience while exhibiting the core principles of empathy, expertise. Designated senior support engineer for Premium customers and a Subject Matter Expert.
Specialist Support Engineer
CA Technologies SA
Specialized in workload Automation product. Responsible for coaching and mentoring technically, assisting the team while acting as a gate before involving the sustaining engineering team.
Support Engineer
CA Technologies SA
Front line technical support tasked with first level troubleshooting and interacting with customers.
Multilingual Technical Support
Platinum Technology
Tasked as front line on the phone multilingual technical assistance leveraging Knowledge base to deflect problems or transfer to high technical support levels.
Education
Degrees, certifications, and relevant coursework
University International De Rabat
DEUG, Sciences & Economics
Completed the Diplôme d'études universitaires générales (DEUG) program. Focused studies on the core principles of Sciences and Economics.
Tech stack
Software and tools used professionally
Availability
Location
SpainAuthorized to work in
Job categories
Skills
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