Maja Dizdar
Barcelona
Summary
Customer Operations and Onboarding leader with 10+ years of experience in SaaS, specializing in onboarding performance, customer lifecycle optimization, and cross-functional execution. Proven track record of improving onboarding quality, reducing friction, and driving customer adoption and retention through structured processes and data-driven insights.
Experienced in leading Customer Success and Support functions, managing customer-facing teams, and collaborating closely with Product and Technical teams to deliver scalable onboarding experiences. Strong focus on improving time-to-value, reducing early churn, and ensuring consistent, high-quality delivery across markets.
Overview
2027
2027
years of professional experience
Work History
Head of Operations
Loopon
Barcelona
05.2025 - Current
- Lead Customer Success and Support functions with a focus on improving onboarding performance, customer experience, and operational scalability across international markets
- Analyze customer feedback (NPS, surveys, reviews) and onboarding outcomes to identify friction points impacting time-to-value, adoption, and early retention
- Drive cross-functional initiatives with Product and Technical teams to improve onboarding quality, streamline processes, and reduce customer friction
- Structure and optimize workflows to ensure more consistent onboarding execution and smoother handover across teams
- Act as escalation point for complex or high-impact customer situations, ensuring resolution while identifying root causes and systemic improvements
- Design and implement scalable processes to shift from reactive support to proactive onboarding and customer enablement
- Improve self-service onboarding and support through webinars and knowledge base content, increasing customer autonomy and reducing onboarding dependency
- Support implementation of AI-driven solutions (Zendesk) to improve efficiency and standardize handling of recurring onboarding and support cases
Head of Support & Delivery
Loopon
Barcelona
11.2023 - 05.2025
- Managed a team responsible for onboarding, delivery, and support, ensuring consistent execution and high-quality customer experience
- Led day-to-day team performance, including prioritization, workload distribution, and handling of complex or high-impact cases
- Coordinated with Product and Technical teams to resolve onboarding challenges, system issues, and integration gaps
- Identified recurring friction points in onboarding and support processes, implementing improvements to increase efficiency and reduce delays
- Improved internal workflows and cross-team collaboration to support faster onboarding, clearer ownership, and better prioritization
- Acted as escalation point for high-impact onboarding and post-implementation issues
- Contributed to improving onboarding structure, delivery consistency, and overall customer lifecycle management
Key Account Manager
Loopon
Barcelona
01.2017 - 11.2023
- Managed a portfolio of international SaaS customers, ensuring successful onboarding, adoption, and long-term value
- Supported onboarding and implementation processes, guiding customers through platform setup and early-stage usage
- Built strong relationships with stakeholders, acting as trusted advisor and ensuring alignment between customer needs and delivered solutions
- Identified opportunities for account growth and increased product adoption through targeted engagement and campaigns
- Collaborated cross-functionally to ensure smooth onboarding, resolve issues, and improve overall customer experience
- Monitored customer engagement and early usage to identify risks, support retention, and contribute to account expansion
Customer Sales Manager
HP
Barcelona
10.2011 - 01.2017
- Managed enterprise support operations for Nordic markets.
- Coordinated global teams to resolve complex customer issues and ensure high service quality.
- Acted as escalation point for key enterprise clients.
- Worked cross-functionally to improve service processes and customer experience.
- Analyzed guest feedback trends to identify improvement opportunities and support decision-making.
- Acted as a bridge between customer needs and internal teams, ensuring feedback translated into action.
Earlier experience
Various companies
- Employment Specialist — Swedish Public Employment Service Media Analyst — Infopaq Marketing Associate — Swedish Institute Communications & Interpreter — Swedish Armed Forces (International Missions:
Education
Military Education
Swedish Armed Forces
Sweden01-2001
Bachelor's degree - Political Science
12.2006
Bachelor's degree - Communication, media and marketing
08.2008
Skills
- Partner & Stakeholder Management
- Customer Success & Delivery Strategy
- SaaS Implementation & Adoption
- Cross-functional Leadership
- Escalation & Risk Management
- Process Design & Operational Scaling
- Commercial Alignment & Incentive Models
- Enterprise Customer Engagement
- Data-driven Decision Making
- Program & Project Coordination
- Systems: Atlassian, Jira, Zendesk, Daylite, Upsales, Outlook, MS Office, SalesForce
Languages
Swedish, Bosnian
First Language
English
Proficient
C2
Spanish
Advanced
C1
Catalan
Beginner
A1
Serbian
Proficient
C2
Croatian
Proficient
C2
Norwegian
Intermediate
B1
Hobbies and interests
- As cliche as it might sound I enjoy simple things like trying new exiting cuisine, preferably during travel which is another great passion of mine. In general just crave for discovering new things, through books, travel and taste.
Timeline
Head of Operations
Loopon
05.2025 - Current
Head of Support & Delivery
Loopon
11.2023 - 05.2025
Key Account Manager
Loopon
01.2017 - 11.2023
Customer Sales Manager
HP
10.2011 - 01.2017
Earlier experience
Various companies
Military Education
Swedish Armed Forces