Jaime Farinos

Google

Drove Digital Scale Customer Success across key Google Cloud Solution Pillars covering Workspace, Smart Analytics and Cybersecurity. Post Merger Integration of support tooling and processes for Looker, Siemplify and Chronicle (acquired companies). Created new processes to improve product quality.

Defined  and executed a digital strategy including self-help and customer communities  to cover 3B+ users across all segments. Defined the digital customer journey, performance KPIs and Managed Voice of the Customer reporting. Achieved >25% increase in SaaS  license utilization, 3x increase in Community Membership, and 20% improvement in Net Revenue Retention.

Led  the team responsible for the roadmap planning and execution of all Google Cloud’s online Learning Content, including Google’s GenAI content.

Global Head of Digital Customer Success and Head of Learning Content

Built Chronicle's Post-Sales organization from zero and created the company’s technical support and services strategy, infrastructure, and processes. Hired and led Customer Success, Support, and Professional Services teams to support the product from concept throughout its lifecycle. 

Partnered with product management and engineering teams to define the Voice of the Community, improve the product and optimize the digital customer journey, enhancing user satisfaction scores by 20pp.

Collaborated closely with Sales, Channel, Pre-sales, Engineering, Legal, and Product Management to close Fortune 500 enterprise deals.

Head of Services & Support - Cybersecurity

Reporting to SAPs Global Support COO, worked to define the strategy of SAP Support’s Delivery organization (3500+ employees) and led operations across all product areas - SaaS and On Premise - to grow the organization and drive customer success while partnering with Engineering. 

Led a global PMO responsible for driving and executing Knowledge Centered Support and Digital Transformation projects geared towards delivering a real time support customer experience, including Chat and real-time expert scheduling. 

Partnered cross functionally with senior executives to drive organizational change with the goal of improving customer satisfaction and retention.

Represented Support in the SAP Community Steering Committee formed by cross functional stakeholders from Marketing, Product Management, Engineering, Learning and IT.

Drove vendor management strategies to optimize location strategy and the delivery of customer solutions.

Sr Director of Operations and Head of Processes - Support Delivery

Led and transformed a local organization of 90+ support engineers, consultants and developers focused on customer success into a world-class scalable support organization. Achieved the best customer satisfaction from all worldwide support centers and spearheaded best practices for others to follow.

Global Support Center Head

Created and implemented strategies to optimize critical customer support processes and facilitated agreement between different LOBs and customer C-level executives resulting in less number of escalations, increased customer satisfaction and improved organizational efficiency.
Drove Customer Success engagements with key enterprise accounts.

Product Support Ambassador

Built a team of functional multilingual support engineers and lead them to deliver technical SAP solutions to customers in Central Europe and enable them to achieve the highest productivity in the region.

Manager

Deliver timely solutions to enterprise customers as functional SAP Expert across logistics and middleware topic areas.

Senior Support Engineer

HLC Kft (SAP Partner)

SAP Materials Management Consultant

Corvinus University of Budapest

Assistant Professor

Experienced leader with over 15 years in product support operations and customer success, specializing in driving digital transformation and enhancing user experiences at scale. Proven ability to lead cross-functional teams and optimize product quality through strategic initiatives.

Head of Digital Customer Success - Cloud Solutions

Drive Digital Scale Customer Success across key Google Cloud Solution pillars covering Workspace, Analytics and Cybersecurity.
Create and implement a digital customer experience and engagement strategy.
Lead a global team responsible for defining and executing a digital strategy to cover hundreds of thousands of customers across all segments - from Fortune 500 to smaller scaled customers, and a light touch engagement model for larger customers.
Drive and define new digital channels with the goal of increasing adoption, engagement and advocacy
Define Digital Customer Success KPIs.
Work cross-functionally with Sales, Professional Services, Product Management, Engineering and Support to provide a one team experience to customers.

Taplio

Jaime Farinos's Linkedin Analytics

Want to drive more opportunities from LinkedIn?

Taplio

.css-1jgreyo{background-image:linear-gradient(284deg, rgba(39,43,72,1) 0%, rgba(33,47,183,1) 100%);color:transparent;-webkit-background-clip:text;background-clip:text;}Jaime Farinos's Linkedin Analytics

Want to drive more opportunities from LinkedIn?

Jaime Farinos's Linkedin Analytics