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- AmazonSenior Manager, Product Management & Program Strategyagosto de 2021 - Hoy (4 años y 10 meses)Madrid, España
- Built and owned the strategic product roadmap for 4 HR & Payroll SaaS / managed-service platforms across 7 European countries serving 500+ businesses, aligning vision with company OKRs, regulatory constraints, and customer needs.
- Remotely selected, onboarded, led and coached a team of 5 geographically dispersed PMs across 4 geographies while maintaining hands-on ownership of roadmap decisions, prioritisation, and product direction.
- Operated within a distributed, cross-geo environment, partnering with stakeholders and technical vendor teams in multiple regions using a remote-first, async-friendly operating framework.
- Established and ran an agile product operating rhythm (backlog grooming, triage, prioritisation, sprint rituals, demos), ensuring alignment across Product, Engineering, Ops, Legal/Compliance, and external vendors.
- Led discovery-to-delivery for 27+ technical initiatives, including APIs, new features, and structural platform updates. Scoped solutions, defined requirements, and coordinated delivery across 10+ internal and external teams.
- Translated complex business, operational, compliance & regulatory requirements into PRDs, user stories, acceptance criteria, and Definition of Done, enabling predictable, high-quality releases aligned with customer needs.
- Defined North Star metrics, KPIs, adoption, and reliability indicators. Leveraged compliance, usage, and operational data to quantify opportunities, validate hypotheses, and assess post-launch impact.
- Conducted customer discovery with Operations teams and business owners (interviews, workflow mapping, pain-point analysis), converting insights into prioritised backlog items and experimentation opportunities in line with OKRs.
Impact includes: increased pan-EU client satisfaction from 62% in Q2 2023 to 85% in Q1 2025 (80% target). Oversaw and successfully delivered on a total of 12+ large-scale technical integrations and 15+ structural product updates pan-EU. - ChainalysisCustomer Success Managerjunio de 2021 - julio de 2021 (1 mes)London, UK
- Partnered with Product and Engineering to translate client feedback into structured product requirements, feature requests, and workflow improvements, driving sustained adoption across 10 key EMEA clients (TCV $1M).
- Acted internally as the voice of the customer and collaborated with 5 internal teams (Product, Sales, Support, Legal, Engineering) to scope and enhance the platform, aligning delivery to client needs and product strategy.
- Analysed usage data and customer behaviour to identify adoption barriers and usability friction in the form of product gaps and opportunities, while managing escalations to resolve issues promptly and maintain strong client relationships.
Impact includes: through strategic, 1:1 guidance, increased weekly active users by 15%. In my second month, resolved 5 client requests and escalations within an average of 24 hours, leading to a 20% reduction in resolution time MoM. - DarktraceCustomer Success Managerabril de 2020 - mayo de 2021 (1 año y 1 mes)London, UK
- Managed a diverse portfolio of 65 clients (TCV $13 million) across global corporations, government entities, and enterprises, partnering with Product and Engineering to meet individual client needs and exceed their expectations.
- Leveraged customer telemetry, usage data, and direct customer insights to identify feature gaps, optimisation opportunities, and adoption risks while providing tailored recommendations on upsell/cross-sell opportunities.
- Provided structured product feedback and enhancement proposals based on recurring workflow bottlenecks and failure patterns, supporting the design and deployment of custom solutions and optimised product configurations.
- Onboarded new clients by defining customer-specific growth plans and KPIs, conducting Quarterly Business Reviews (QBRs) to monitor progress, and address client escalations promptly to ensure high satisfaction.
Impact includes: drove 24% annual TCV growth ($3+ million). Onboarded 15 clients in 4 months with 100% success rate. Closed 5 upsell opportunities, generating $1.2 million, and led development of 3 custom solutions with 80% adoption. Increased weekly active users by 25% through tailored training and optimized SaaS deployments.
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Formación
- AgilePM® (Agile Project Management) PractitionerAPMG International2018AgilePM® (Agile Project Management) Practitioner
- BSc Economics with a Year Abroad (University of Toronto)University College London (UCL)2017BSc