Customer Success, Support & Account Management

Ana
Jimenez

I've always translated things.
Languages first. Then complexity.

Open to Customer Success, Support & Account Management roles · Dublin
See my work Get in touch
Ana Jimenez
About

9 years translating
complexity into clarity

I've spent 9 years translating complexity. First languages, then systems, then people.

I started as a linguist — studying how language shapes the way we understand the world. That curiosity never left. It migrated into tech, into hospitality operations, into building workflows that actually make sense to the humans using them.

I've lived in 7 cities across 4 continents, worked with EU institutions, luxury hotels, and early-stage startups. Bilingual in English and Spanish. Currently settling into Wicklow, Ireland.

9+
Years across CS, technical support & operations
€1M+
Enterprise partnership secured through custom workflow design
750h
Saved annually fixing broken workflows & automating processes
7
Cities across 4 continents
Projects

Things I've built

AI · Automation · No-Code
Job Search Automation Pipeline
Built a cloud pipeline using Make.com and Google Gemini that reads a job description, maps it against my career history, and outputs a tailored CV, cover letter, and interview prep guide in under 5 seconds.
→ Next step: automated job detection by skill matching
View scenario →
MarTech · AI · Startup
NotiFlow by EmPushy
Collaborating on NotiFlow — a MarTech tool giving teams competitive intelligence on push notification campaigns using integrated AI. Leading CS and operational framework from scratch.
→ Building the bridge between product capability and customer value
Visit NotiFlow →
SaaS · Migration · Hospitality
Opera Cloud Migration
Technical Change Lead for a zero-downtime migration from legacy PMS to Opera Cloud. Built training programmes and SOPs from scratch, achieving 100% adoption across 18 agents.
→ 100% adoption · zero operational downtime
HTML · Personal Brand · AI-assisted
LinkedIn Post Template
A reusable branded HTML tool generating LinkedIn graphics in three modes — screenshot, key stat, or pull quote — using my personal colour palette. Built with AI. No Canva needed.
→ Proof you don't need to code to build tools
Read the post →
Experience

Where I've worked

2025 — Present
Ops & Customer Success Lead
EmPushy · Dublin
Building the CS and operational framework from scratch for a MarTech AI startup. Product support, onboarding, and bridging product capabilities with customer needs.
2024 — 2026
Assistant Reservations Manager → Reservations Manager
MHL Hotel Collection · Dublin
Designed a custom workflow securing a €1M+ Microsoft partnership. Led cloud migration with zero downtime. Implemented automated reconciliation saving 230+ hours annually. Managed campaigns driving 20% YoY revenue growth.
2023 — 2024
Cluster Group Reservations Supervisor
Sretaw Hotel Group · Dublin
Generated €100k in unplanned revenue re-engineering multi-property inventory on 15 days' notice. Oversaw tech stack for two properties and 50+ corporate accounts.
2022 — 2023
Front Office Receptionist
Dalata Hotel Group · Dublin
Managed 120+ daily queries across phone, email, and face-to-face. Averaged 7 personal TrustYou commendations monthly.
2019 — 2022
Technical Localisation & e-Learning Project Lead
Independent · Remote, Spain
Technical translations and localisation for the European Parliament and UNODC. Separately, led end-to-end e-learning project delivery for EU-level organisations, achieving 100% digital tool adoption among non-technical SMEs.
2018 — 2019
Customer Service & Technical Support Representative
Indigo Park Belgium · Madrid
Remote support for 60 national sites from a NOC environment. 120+ technical queries daily, severity-based triage, 100% SLA compliance.
Skills

What I bring

Technical Support & SaaS Troubleshooting
Diagnosing integration failures, API errors, and data sync issues across PMS, channel managers, OTAs, and CRMs. Remote OS interventions in NOC environments.
Bilingual Customer Engagement
Fluent English and Spanish. Translating complex technical concepts for non-technical stakeholders across EMEA.
AI & Workflow Automation
Building smarter systems from scratch. Automated reconciliation saving 230+ hours annually. Active builder with Make.com, Google Gemini, Claude, and ChatGPT.
Product & Campaign Management
End-to-end product launches including rate architecture, SaaS configuration, cross-department training, and GTM execution.
Training & Enablement
Building SOPs and training programmes from scratch. 100% digital tool adoption across non-technical teams in multiple organisations.
Tools
G-Suite · Opera Cloud · Mailchimp · Make.com · Zendesk (familiar) · Expedia · Booking.com API · HTML · Linux Terminal
Writing

Thinking out loud

Automation · AI
I automated my job search. Here's how it works.
Using Make.com and Google Gemini to generate a tailored CV, cover letter, and interview prep in under 5 seconds.
Read on LinkedIn →
Hospitality Tech · SaaS
Most hotels are paying for tools they barely use.
The integration layer is where everything lives and dies. A broken workflow fixed, zero extra cost, 750 hours saved per year.
Read on LinkedIn →
AI · No-Code
I'm not a developer. But I just built my own content tool.
The barrier to building things has dropped. The barrier to knowing what to build hasn't.
Read on LinkedIn →
Contact

Let's talk

Open to conversations about Customer Success, Support, and Account Management roles. Based in Wicklow, Ireland. Open to hybrid in Dublin and remote in Ireland or the EU.

✉ anajimezg@gmail.com in LinkedIn