Karen Mayorga
VP, Product & Customer Excellence
44 years old
Driving License
France
Employed
Unavailable
I am a passionate, creative, and visionary leader with a solid International background in developing, directing, and sustaining multicultural high-performance work teams.
VP, Product & Customer Excellence
Akeneo
Since June 2025
Full-time
Nantes
France
- Unified Support and Maintenance into a single, high-impact organization of + 30 People (14 Software Engineers, 10 Product Support Analysts, a Support Operations Lead, 1 Staff Engineer, 1 Product Manager, 2 Support Managers, and 2 Engineering Managers) across Nantes, Boston, Sydney, and London.
- Built a customer-centric organization dedicated to exceptional service quality, improved product reliability, and seamless user experiences across all regions.
- Drove operational excellence resulting in a 25% improvement in SLA adherence, stronger process consistency, and faster issue resolution.
- Reduced the mental load for Product Support Analysts through better workload distribution, improved tooling, and clearer specialization.
- Strengthened cross-team collaboration and alignment between Product, Engineering, and Support, increasing organizational impact and shared ownership of customer outcomes.
- Championed best practices and led the implementation of the company’s first Customer Support product, elevating both service quality and product feedback loops.
VP of Support
Akeneo
January 2023
to June 2025
Full-time
Nantes
France
- Led and empowered global Support teams across Boston, Nantes, and Sydney to deliver a seamless, world-class customer experience, fostering strong cross-regional collaboration and a culture of continuous growth and excellence.
- Drove strategic integration of processes, tools, and expertise to ensure high-quality support across all Akeneo products while maintaining a rational and scalable team structure.
- Introduced a Support Operations Lead function, implementing initiatives that reduced team workload by 20%, optimized workflows, and ensured a healthy workload balance for Support Analysts.
- Enhanced operational efficiency and expertise alignment, contributing to Gartner’s 2023 recognition of Akeneo as Best Customer Support in our industry.
- Championed a people-first leadership approach, ensuring teams felt inspired, supported, and equipped to deliver exceptional service across all time zones.
Support Director
Akeneo
April 2019
to January 2023
Full-time
Nantes
France
- Successfully established Support presence in Boston and Sydney, enabling true follow-the-sun coverage and significantly improving global response times and customer experience for 800+ clients across regions.
- Successfully established Support presence in Boston and Sydney, enabling true follow-the-sun coverage and significantly improving global response times and customer experience for 800+ clients across regions.
- Built, led, and developed a high-performing global Support organization comprising Product Support Analysts, Support Engineers, and Team Leads across Nantes, Sydney, and Boston.
- Drove strategic direction and team organization by defining clear objectives, aligning workflows, and enhancing operational efficiency, resulting in a 20% increase in SLA adherence.
- Structured the Support organization by functional and technical expertise, improving cross-team collaboration and accelerating request resolution times.
- Ensured customer satisfaction remained at the core of all support activities, achieving a consistent 4.7/5 CSAT score.
- Managed a distributed team of 17 employees, including three direct managers, fostering leadership growth and team cohesion across multiple time zones
Support Manager US & DACH
Akeneo
September 2017
to April 2019
Full-time
Nantes
France
- Management of incoming requests for the Enterprise version from customers, partners, and integrators.
- Follow-up the bug fixes implementation in close collaboration with the Production teams (Product owners and Maintenance). - Planning of production deployment of new patches.
- Definition and execution of functional tests to ensure the quality of the patches provided. - Suggestion of product improvements. - Improvement and maintenance of the functional documentation and Knowledge Base (FAQ).
- Coordinate cross-team communications with the internal stakeholders (customers, integrators, Professional Services teams, Customer Success, Channel Managers)
- Management of optimization projects for Support activity to improve responsiveness and incident processing time.
- Participation in the improvement of internal processes with the maintenance and support teams.
- Management of incoming requests for the Enterprise version from customers, partners, and integrators.
Analyste Produits
VSCT Technologies
February 2017
to August 2017
- Implementation and enrichment of products in the Euronet distribution system according to the supplier's specifications and market expectations.
- Product database management.
- Support and communication of product information internally and externally.
- Ensure the quality of the product information distribution on all channels (web services, front office)
- Treatment of distribution anomalies (after sales)
- Internal communication of new products information, developments, and promotions
- Setting up promotions and diversifying the product portfolio.
- Product database management.
- Implementation and enrichment of products in the Euronet distribution system according to the supplier's specifications and market expectations.
Coordinatrice Support Euronet
VSC Technologies
April 2015
to February 2017
Full-time
Nantes
France
- Plannification and animation of meetings with stakeholders and clients.
- Participation in the improvement of offshore processes with the teams of developers in India (Travel to Mumbai).
- Contribution to the recruitment of the team members (interviews in English and Spanish).
- Onboarding and implementation of functional and technical training for the newcomers.
- Participation in the project's feature teams: Sprint, planning, backlog, retrospective, and demos.
- Follow-up of the resolutions and improvement requests of the application in close collaboration with different roles: Analysts, developers, product owners, testers, networks, database, application, or integration.
- Monitoring of applications on OSS44, management of incidents, and planned operations in production.
- Testing of new releases and patches in test environments.Technical environments: XML, SQL, logs analysis with Nagios. Outlook, Lync, JIRA Service desk, OSS44, DET, E2Reporting, LDAP, Putty, Socrates, Cognos and Drupal
- Plannification and animation of meetings with stakeholders and clients.
Consultant Engineer
Altran
November 2012
to March 2015
Full-time
Nantes
France
- Coordination and follow-up of the enhancement requests and bugs' resolutions in close communication with the different teams: Analysts, developers, networks, DBMS, application, or integration teams.
- Testing of new releases and patches in test environments.Technical environment: XML, SQL, logs monitoring with Nagios. Outlook, Lync, JIRA Service desk, OSS44, DET, E2Reporting, LDAP, Putty, and Socrates.
- Coordination and follow-up of the enhancement requests and bugs' resolutions in close communication with the different teams: Analysts, developers, networks, DBMS, application, or integration teams.
Software Developer
Apisoft International
April 2011
to April 2012
Part-time
Carquefou
- Implementation, maintenance, and enhancement of interfaces for the OPTIMAINT CMMS (Computer-Assisted Maintenance Management).
- Analysis and drafting of the functional specifications and user manuals.
- Application testing and user support (Spanish and French).Technical environments: VB6, XML, SQL Server, PostgreSQL, Access, SourceS
- Implementation, maintenance, and enhancement of interfaces for the OPTIMAINT CMMS (Computer-Assisted Maintenance Management).
Support Technician and Integrator
ATOS WORDLINE
October 2008
to June 2009
Part-time
Blois
France
- Technical assistance and support for the project of La Société Génerale on the specific software of VPC NOVADIS (coded paper and electronic transfers) and SGTRUST Services.- Monitoring applications and hardware - Analysis of incidents and intervention with application teams and technical operations.- Acceptance tests of the 3D secure payment application.- Incident management monitoring with support in English, French, and Spanish.
- Technical assistance and support for the project of La Société Génerale on the specific software of VPC NOVADIS (coded paper and electronic transfers) and SGTRUST Services.- Monitoring applications and hardware - Analysis of incidents and intervention with application teams and technical operations.- Acceptance tests of the 3D secure payment application.- Incident management monitoring with support in English, French, and Spanish.
Maintenance Software Support Engineer
Occidental de Colombia Inc..
April 2006
to January 2007
Full-time
Bogota
Colombia
- Coordination and implementation of the platform migration to Maximo (IBM Computerized Maintenance Management System software ).
- Database modeling and migration using SQL Advantage and Oracle.
- Coordination and implementation of the platform migration to Maximo (IBM Computerized Maintenance Management System software ).
Help Desk Engineer - Quality Assurance Professional
HEWLETT PACKARD
November 2005
to March 2006
Full-time
Bogota
Colombia
- Hewlett-Packard software support engineer for telecommunications services.- Quality Assurance Professional: Responsible for the accurate use of support processes following the ISO 9000 standard.
- Technical environment: Davox, Sat Plus, Sat 2.5, Gestel, Gescliente, Office Line Communicator, Outlook (Express 4.0/5.0/6 and 2003) with POP3 and Exchange servers, Intranet, Wireless, RAS, LAN
- Hewlett-Packard software support engineer for telecommunications services.- Quality Assurance Professional: Responsible for the accurate use of support processes following the ISO 9000 standard.
Master’s Degree (Bac +5)
Systems engineering aims to manage the design of systems whose complexity does not allow for simple control. By system, we mean a set of human or material elements that are interdependent and interoperate within boundaries that may or may not be open to the environment. The material elements are made up of subsets of diverse technologies: mechanical, electrical, electronic, computer hardware, software, communication networks, etc.
Efforts in systems engineering cover the entire system life cycle, and aligning them requires mobilizing a wide range of theoretical knowledge (engineering sciences, human sciences, cognitive sciences, software engineering, etc.).
Source: Wikipedia
Learn more
Systems engineering aims to manage the design of systems whose complexity does not allow for simple control. By system, we mean a set of human or material elements that are interdependent and interoperate within boundaries that may or may not be open to the environment. The material elements are made up of subsets of diverse technologies: mechanical, electrical, electronic, computer hardware, software, communication networks, etc.
Efforts in systems engineering cover the entire system life cycle, and aligning them requires mobilizing a wide range of theoretical knowledge (engineering sciences, human sciences, cognitive sciences, software engineering, etc.).
Source: Wikipedia
Français Langue étrangère
B2 –Niveau Avancé
B2 –Niveau Avancé
Modules: Project Management and Leadership; Analysis and Design (modeling, UML, Agile methods, etc.)
ENI - Ecole
September 2011
to December 2011
Project Management and Leadership:
- Introduction to project management
- Project initiation
- Creation of the project team
- Project implementation
- Project monitoring and control
- The role of the information system
Analysis and Design (modeling, UML, Agile methods, etc.):
- Focus on the UML model
- Data analysis
- Testing and validation in projects
- Scrum and Agile methodologies
Become an active participant in your presentations by taking the stage.
Develop your presence and speaking charisma through body language and emotional expression.
Learn more
Develop your presence and speaking charisma through body language and emotional expression.
Foster smart team empowerment
Develop people and their skills by leveraging motivation drivers
Initiate and support change in the context of organizational growth
Management 3.0 Certification
Develop people and their skills by leveraging motivation drivers
Initiate and support change in the context of organizational growth
Management 3.0 Certification
Develop agile managers capable of thriving in a fast-changing professional environment by mastering key skills in leadership, change management, negotiation, human resources, and digital transformation.
- Decision-Making Ability
- Organizational Skills
- Self-reliance
- Solution-Oriented
- Proactive mindset
- Change Management
- Negotiation
- Digital Transformation
- Team management
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Data & Analytics
Oracle, SQL Advantage, Access
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Full-Stack Understanding
HTML, SQL, VB.Net, VB6, J2EE (Tomcat 6, Eclipse)
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SaaS
Windows 95/98/ME/XP/Vista/7/8/10, Linux (Mandrake 9.2, Suse, Corel)
- PaaS
- E-Commerce
- Product & Application Knowledge
- Security & Compliance
- Emerging Technologies
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· Spanish : Native Language
Expert
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· French : Fluent
Advanced
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· English : Fluent
Advanced
