Carole Martinez
Customer Experience Leader & Strategic Sales-Operations | Training-L&D Facilitator and Coach | Multilingual & Environmental Proficiency | Global Executive MBA
Madrid
Summary
Customer Experience Leader and Training Project Manager with a strong background in client relations and customer success strategies. Known for driving impactful results through strategic initiatives and effective communication. Emphasizes team collaboration and adaptability, ensuring consistent achievement of goals. Proficient in account management, continuous improvement and performance optimization. Vocation for developing sustainable communities from a strategic and human-centered perspective.
Overview
17
17
years of professional experience
4
4
Certifications
5
5
Languages
6
6
years of post-secondary education
Work History
Consultant
Freelance
09.2024 - Current
- Played a pivotal role in building 2 strategic partnerships in 3 months, driving market expansion within the French ecotourism sector and contributing to revenue generation (70K).
- Conducted market analysis and identified trends in complex datasets (Advanced Excel, Power Query & Power BI) to provide actionable insights and develop custom data models to support sustainable tourism initiatives and enhance rural communities engagement in the region of Madrid.
Customer Account Success Manager
Red Hat/Computer Generated Solutions (CGS)
01.2023 - 12.2024
- Acted as a trusted advisor and Primary Point of Contact (POC) for Distribution Partners Account Managers (DPAMs) and over 70 Focus partners and 12 Distributors across the Mediterranean region (MED), supporting Partners growth through strategic guidance, tailored training, and structured enablement programs.
- Developed comprehensive training materials and delivered multilingual (including French) workshops, onboarding sessions, and webinars—25, 21, and 12 respectively in H2FY23—boosting product adoption (time-to-first-value) and tracking Customer Health Score.
- Monitored Key Performance Indicators (KPIs) —both booking (subscription renewals) and non-booking (training completions, accreditations, MDF utilization)—via automated, customized reporting in Salesforce and Tableau, which also supported the identification of upsell/cross-sell opportunities. Regular internal and external Business Reviews.
- Mitigated account attrition risks (96% GRR, 103% NRR in the French territory) by improving service quality through customer feedback and cross-functional collaboration with Sales, Marketing, and Professional Services to drive continuous CX improvements.
Sales Operations Account Manager
Hewlett Packard Enterprise
01.2019 - 06.2021
- Led the Sales Operations & Customer Excellence strategy for a Global Key Telco Account generating €220M (FY20).
- Collaborated cross-functionally with Sales, Marketing, and Finance teams to identify process improvement and cost reduction opportunities, driving account growth and enhancing operational efficiency: reduced logistics costs by 20%, PO turnaround time by 50%, and invoice rejections by 23%. Negotiated new OLAs, cutting factory delivery times from 10 to 6 weeks and increasing CSAT from 7.2 to 8.4 (FY20).
- Developed strong relationships with key stakeholders as a trusted advisor, leading to improved customer loyalty, long-term partnerships, and revenue optimization: +10% YoY revenue recognition; +20pts since FY19.
- Executed advanced data reporting and analysis using Salesforce and Power BI, implementing key performance metrics such as CSAT/NPS and payment SLAs, and monitoring market trends to maintain competitive advantage.
- Created knowledge materials aligned with Customer-Specific Requirements (CSR) and led internal training to reinforce service quality.
Service Delivery & Program Manager
Accenture
01.2018 - 01.2019
- Served as PMO of the newly launched Madrid Liquid Studio Innovation Hub, coordinating 7 tech-tribes and overseeing 159 events. Jointly managed the development of a collaborative innovation ecosystem involving universities, start-ups, and high-tech partners.
- Managed cross-functional teams to deliver 96% strategic POCs, and workstreams on time and aligning with resource capacity & risk exposure.
- Hosted 82 C-suite client visits, delivering tailored Customer Experience (CX) aligned with digital transformation goals and building stakeholder relationships that drove adoption, secured 70+ project wins, and generated €40M in revenue.
Inside Sales & Sales Enablement
Corning Optical Communications
05.2015 - 11.2017
- Managed +80 Partners and Customer relationship across EMEA region, with a focus on tenders management (RFIs, RFQs, RFPs), bid Coordination, supply chain information, and sales process management.
- Collaborated cross-functionally with Sales, Marketing, and Engineering teams to develop & deliver +200 tailored technical quotations annually, leveraging CRM (Salesforce) for sales reporting & analysis, and ERP system (SAP) for pricing, configuration, and proposal generation.
- Designed and documented the EMEA end-to-end operational process for a newly acquired strategic Enterprise Account, serving as Subject Matter Expert (SME) and driving adoption through training delivered across Operations (FY17).
Senior Customer Support & Training Program Manager
Oracle
07.2008 - 10.2014
- Led a strategic training program of over 40 projects for EMEA Customer Services teams, optimizing employee performance, operational KPIs, and the end-to-end customer journey (CX) at critical Moments of Truth—including soft skills curricula—resulting in an improvement of CSAT from 7.64 to 8.5 (FY11–FY13).
- Designed and executed global onboarding and enablement programs for clients and support teams, ensuring seamless adoption of ERP (Oracle) and "My Oracle Support (MOS)" through targeted coaching, Go Live and ongoing support.
- Managed a 20+ member multinational team, fostering a collaborative culture and ensuring high-quality service in a matrix environment.
Education
MBA - Global Executive MBA
NEOMA Business School
Paris 10.2021 - 06.2023
Bachelor of Science - Languages, Cultures And Societies
Université De Strasbourg & Universidad Complutense
Strasbourg & Madrid 09.2003 - 06.2006
Professional Certification - Technical And Vocational Education And Training (TVET)
Core Networks
Madrid 02.2025 - 09.2025
Professional Certification - Environmental Interpretation And Education
FP San Ignacio
Torrelodones 05.2024 - 01.2025
Skills
Account management, Customer relationship management, Customer retention
Customer-centric mindset, Customer service, CX
Effective communication, Multilingual, International & matrix environments
Proactive business mindset, Problem-solving
Continuous Process improvement
Project Management
Cloud Computing (IaaS, PaaS, SaaS) environments
Sustainability, ESG, Environment
Learning & Development (L&D), Andragogy, Training, Onboarding & Mentoring
Salesforce, Advanced Excel, Power BI, Tableau
Certification
Professional Scrum Master I (PSMI) Certificate
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Company CultureFlexible work hoursPersonal development programsLanguages
French
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
German
Upper intermediate (B2)
Italian
Intermediate (B1)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Software
SaaS
Open Source
Tableau
Power BI
Advanced Excel
Power Query
Salesforce
CMS & ERP Systems
SAP Cloud
Interests
IT
Languages & Linguistics
L&D
Sustainable communities
Aviation
Improvisation Theater
Timeline
Professional Certification - Technical And Vocational Education And Training (TVET)
Core Networks
02.2025 - 09.2025
Consultant
Freelance
09.2024 - Current
Professional Certification - Environmental Interpretation And Education
FP San Ignacio
05.2024 - 01.2025
Customer Account Success Manager
Red Hat/Computer Generated Solutions (CGS)
01.2023 - 12.2024
Professional Scrum Master I (PSMI) Certificate
07-2022
MBA - Global Executive MBA
NEOMA Business School
10.2021 - 06.2023
Open PM²
08-2021
Sales Operations Account Manager
Hewlett Packard Enterprise
01.2019 - 06.2021
Service Delivery & Program Manager
Accenture
01.2018 - 01.2019
Inside Sales & Sales Enablement
Corning Optical Communications
05.2015 - 11.2017
ITIL® Foundation Certificate in IT Service Management
11-2014
Personal, Executive and Managerial coaching
06-2014
Senior Customer Support & Training Program Manager
Oracle
07.2008 - 10.2014
Bachelor of Science - Languages, Cultures And Societies
Université De Strasbourg & Universidad Complutense
09.2003 - 06.2006