Customer Ops Success Manager / Service Manager
Trinetix · Mexico City
Trinetix is looking for a skilled Customer Ops Success Manager / Service Manager to join our client, Arelion, a global leader in connectivity operating one of the world’s most reliable and extensive Internet backbones. In this role, you will be responsible for enabling customers to achieve intended business outcomes from Arelion products and services by driving service performance, operational alignment, and continuous improvement across the customer lifecycle.
Requirements
- 5+ years of relevant experience in telecommunications, service management, customer success, or customer operations.
- Solid technical understanding of telecom services and supporting technologies, including IP, WDM, fiber, and related service assurance concepts.
- Strong analytical, reporting, documentation, and presentation skills.
- Experience using analytics and reporting tools such as Qlik or similar platforms.
- Strong customer focus and business mindset.
- Ability to work effectively with both operational and executive stakeholders in a global, multicultural environment.
- University degree or equivalent relevant experience.
- Fluent written and spoken English is required.
Nice-to-haves
- ITIL certification.
- Knowledge of service management frameworks.
- Knowledge of additional major customer languages.
Main Accountabilities
- Customer success and service value realization across assigned strategic customer relationships.
- Customer-facing service performance, service review outcomes, and improvement follow-up.
- Operational alignment between customer expectations, product capabilities, support processes, and service assurance delivery.
- Customer feedback, portal adoption, and service experience insights translated into improvements.
- Customer-facing problem management and recurring issue resolution in collaboration with operational teams.
- Reliable documentation, reporting, and governance input for customer-facing service management activities.
Core Responsibilities
- Build trusted customer relationships and act as the customer voice within Customer Operations.
- Lead structured service reviews, including preparation, presentation, feedback capture, and follow-up of agreed actions.
- Own and coordinate follow-up on customer issues, complaints, outage credits, RFOs, and incident-related reports within the service management scope.
- Collaborate with Sales during pre-sales and customer engagement phases to align operational commitments and expectations.
- Represent customer requirements in customer portals, SLA measurement, reporting, and supporting system development initiatives.
- Plan, conduct, and analyze customer feedback activities, including NPS and other service experience inputs.
- Trigger and drive customer-facing problem management for recurring or high-impact issues, ensuring improvement actions are progressed.
- Maintain and improve customer-facing service documentation such as customer handbooks, support guidance, and service communication materials.
- Use data, insights, and service performance reporting to identify opportunities to simplify, standardize, and improve ways of working.
What we offer
- Continuous learning and career growth opportunities
- Professional training and English/Spanish language classes
- Comprehensive medical insurance
- Mental health support
- Specialized benefits program with compensation for fitness activities, hobbies, pet care, and more
- Flexible working hours
- Inclusive and supportive culture
About Us
Established in 2011, Trinetix is a dynamic tech service provider supporting enterprise clients around the world.
Headquartered in Nashville, Tennessee, we have a global team of over 1,000 professionals and delivery centers across Europe, the United States, and Argentina. We partner with leading global brands, delivering innovative digital solutions across Fintech, Professional Services, Logistics, Healthcare, and Agriculture.
Our operations are driven by a strong business vision, a people-first culture, and a commitment to responsible growth. We actively give back to the community through various CSR activities and adhere to international principles for sustainable development and business ethics.