Sergio Álvarez Timón Email and Phone Number
I’m an economist by education and a technology enthusiast at heart. Exploring what else is possible ignites my passion and keeps me moving forward.I’ve worked in environments ranging from start-ups to Big Four firms, in both local and international settings, and across projects of varying scales. This journey has provided me with a wealth of perspectives and the ability to adapt quickly to different team dynamics and business challenges.Customer Success and Project Management are at the core of my professional mission. For me, every project and customer relationship is an opportunity to focus on what truly matters: delivering consistent value. By focusing on delivering value to our customers, we won’t just retain their business; we’ll unlock new opportunities to expand their demand. I firmly believe that Customer Success is a key driver for sustainable growth in SaaS companies.One of the aspects I enjoy most about my role is the opportunity to mentor and develop teams, helping them grow and achieve their goals. My leadership philosophy centers around creating an environment of constant learning and evolution. This approach has resulted not only in highly engaged and loyal teams but also in continuous improvements in work quality and efficiency, directly contributing to business outcomes and organizational success.Looking ahead, I’m always seeking new challenges that allow me to learn and grow. I strive to stay prepared and adaptable in an ever-evolving environment. I believe in the transformative power of technological innovation and the potential of artificial intelligence to redefine business management.And outside of work... you’ll find me practicing sports, exploring new technologies, reading everything I can, or planning my next trip. I believe in making the most of every day and never stopping the pursuit of learning.If you have a challenge or opportunity in Customer Success or Project Management where I can contribute, learn, or simply exchange ideas, don’t hesitate to reach out! I’m just a message away.
Mapal Group
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Director Customer Success - Iberia & LatamMapal Group Sep 2020 - PresentMadrid Y Alrededores, España▣ As the Director of Customer Success, I lead and manage the customer success organization in Iberia and Latin America. I oversee both the implementation and project management team, as well as the Customer Success team. We are passionately working in a stage of transformation and scalable growth, where we are achieving excellent results in terms of customer satisfaction in our implementation projects and in generating value and loyalty towards our product portfolio.✔ Creation of a new global framework for implementations and projects. Establishment of a global training itinerary in project management, based on PMP certification.✔ Actively collaborate with the global CCO and the rest of the Customer Success directors in Europe to redefine tools, processes, and strategy.✔ I represent the voice of the customers and seek to influence all relevant internal stakeholders. I promote a customer-centric culture aligned with the company's vision.✔ Working closely with the Development, Product, and Support teams to ensure optimal coordination, resulting in a significant improvement in our services and products.✔ I identify and develop business opportunities in collaboration with the Marketing and Sales teams.Aptitudes: Program and project management · Customer Success · Leadership · Coaching & Mentoring · Software as a Service (SaaS) · Go-to-Market Strategy · Performance Management · Executive RelationshipsTools: Microsoft 365 | Microsoft Dynamics | AI | Planhat | Hubspot | Jira | Asana | Trello | Power BI | Zoho | Everhour | Clockify | Instagantt | Miro | Notion | Monday -
Head Of Customer Success & It Program ManagerMapal Group Jan 2018 - Aug 2020▣ General management for Iberia. Full responsibility over the P&L, strategic planning, business development, key account management, IT project management, operational improvement and the Customer Success business culture and methodology for the Iberia region. With an active role in setting general objectives and in monitoring KPIs. ✔BUSINESS DEVELOPMENT: supporting sustained growth year over year, highly involved in detecting risks and identifying business opportunities, pre-sales functions and key account retention✔CUSTOMER SUCCESS: Leading strategic relationships with clients and defining, from the ground up, the policies, plans, protocols and initiatives that ensure high satisfaction and the success of each account, encouraging renewals. Promoting management that employs KPIs / SLAs.✔ LEADERSHIP: Highly involved in mentoring and developing talent in the organization. From initiatives to improve internal training, to leading PMP methodology training, as well as plans for improving processes in the HR department.✔OPERATIONS: Standardizing the operating model and creating a consultative and control-oriented PMO. Implementing, from the ground up, an IT project management culture and the corresponding tools. Strategy founded on and adapted from the PMP certification. ✔PROJECTS: Leading numerous projects simultaneously, directing the implementation of own SW solutions, using a SaaS business model. -
It Project ManagerMapal Group Sep 2016 - Dec 2017Madrid Y Alrededores, España▣ Summary: Forming part of the Business Development department, in charge of full-cycle management of technology projects. With functions that range from defining scope to comprehensive planning and management. This included: team coordination; dialogue with stakeholders; control of quality, risks and applied resources; monitoring execution; delivery and closure. Involved in promoting agile environments (Scrum) and the PMBOK methodology. Highly implicated in customer relationship management and leading consulting teams. Active role in pre-sales, coordinating with Maintenance and KAM.✔ Main contribution: Keeping in step with the significant growth the group was experiencing with the development of work methodologies. Processes, tools, methodologies and document management were clarified and standardized. Fostering the early steps toward a culture of Customer Success that places the client at the centre. -
It Project ManagerR2 Sistemas Jul 2015 - Aug 2016Madrid Y Alrededores, España▣ Summary: Forming part of the R2 Metro division, head of design and development of custom software for companies, on a platform based on Microsoft technology. Immersed in a strategic change in the company, steering its business model toward SaaS. Participate in the management of the internal projects necessary for the creation of products R2 Metro (customized SW) and R2 Docuo (document management and process control), with special attention to meeting deadlines, quality requirements and applied methodologies.✔ Main Contribution: Migration of the previous platform system to the new R2 Metro and R2 Docuo.
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Team Leader Sap HcmIecisa Jun 2007 - Nov 2014Madrid, Comunidad De Madrid, España▣ Senior SAP HCM Consultant and Team Leader of the project for implementation and evolutionary maintenance of the HR Management System for the Health Care Service of Asturias, with 20,000 employees | May 2013 - November 2014▣ Senior SAP HCM Consultant and Team Leader of the project for implementation of the new HR Management System for the Community of Madrid, with 250,000 employees | October 2011 - April 2013▣ SAP HCM Consultant and Team Leader of the project for implementation and evolutionary maintenance of the new HR Management System for the Employment Agency of the City of Madrid, with approx. 3,000 employees | February 2010 - September 2011▣ SAP HCM Consultant and Team Leader of the project for implementation and evolutionary maintenance of the new HR Management System for the Madrid City Council, with 30,000 employees | June 2007 - February 2010✔ ACHIEVEMENTS:▸ All projects completed with success, fulfilling the SLAs to the highest degree and ensuring outstanding quality.▸ Contract renewals on every project, thanks to excellent performance.▸ Large-scale projects (up to 28 million €) with incredibly high impact on clients’ digital transformation.▸ Leading the Top 1 project in Spain / Top 2 in Europe, in terms of size, for the Community of Madrid (+250,000 people).▸ Ongoing investment in team member development, as a leader and mentor. -
Sap Hcm & Eaps ConsultantKpmg España Dec 2004 - May 2007Madrid Y Alrededores, España▣ SAP HCM Consultant of the project for the implementation and evolutionary maintenance of the new HR Management System for the Madrid City Council, with nearly 30,000 employees.▣ SAP EAPS Consultant of the project for the implementation and evolutionary maintenance of the new Financial and Budgetary Management System for the Madrid City Council.
Sergio Álvarez Timón Education Details
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Business Expert - Business Management And Administration -
Bachelor Degree In Economics -
Bachelor Degree In Management And Public Administration
Frequently Asked Questions about Sergio Álvarez Timón
What company does Sergio Álvarez Timón work for?
Sergio Álvarez Timón works for Mapal Group
What is Sergio Álvarez Timón's role at the current company?
Sergio Álvarez Timón's current role is Director Customer Success & Project Management (PMP®) | SaaS Leadership | Customer Retention & Business Growth Advisor.
What schools did Sergio Álvarez Timón attend?
Sergio Álvarez Timón attended Thepowermba, Universidad Carlos Iii De Madrid, Universidad Carlos Iii De Madrid.
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