Customer Ops Success Manager / Service Manager

Trinetix; Municipio de Esquel; On-site; ARS 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Continuous learning and career growth

Medical insurance

Language classes (English/Spanish)

Flexible working hours

Inclusive culture

Job summary

Trinetix is seeking a skilled Customer Ops Success Manager / Service Manager to enable customers to achieve business outcomes by driving service performance, alignment, and continuous improvement across the customer lifecycle. The role requires strong telecom knowledge, analytics, and fluent English.

You will work with operational and executive stakeholders in a global environment to realize value, coordinate service reviews, and drive improvements across processes and documentation.

Qualifications

• 5+ years in telecommunications, service management, customer success, or customer operations.
• Solid technical understanding of telecom services, IP, WDM, fiber, and service assurance concepts.
• Strong analytical, reporting, documentation, and presentation skills.
• Experience with analytics and reporting tools such as Qlik or similar platforms.
• Fluent written and spoken English is required.

Responsibilities

• Lead customer success and service value realization across assigned strategic relationships.
• Oversee customer-facing service performance, review outcomes, and improvement follow-up.
• Align operations with customer expectations, product capabilities, support processes, and service delivery.
• Translate customer feedback and service insights into improvements.
• Coordinate customer-facing problem management with operational teams.
• Provide reliable documentation, reporting, and governance input for service management activities.
• Build trusted customer relationships and act as the customer voice within Customer Operations.
• Lead structured service reviews with preparation, presentation, feedback, and follow-up of actions.
• Own follow-up on customer issues, outages, and incident-related reports within scope.
• Collaborate with Sales during pre-sales to align operational commitments.
• Represent customer requirements in portals, SLA measurement, reporting, and system development initiatives.
• Plan and analyze customer feedback activities including NPS.

Skills

Telecom service management

Customer success

Analytical skills

English communication

Stakeholder management

Education

University degree or equivalent

Tools

Qlik

ITIL certification

Job description

Trinetix is looking for a skilled Customer Ops Success Manager / Service Manager. In this role, you will be responsible for enabling customers to achieve intended business outcomes 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.

To learn more about how we collect, process, and store your personal data, please review our Privacy Notice: https://www.trinetix.com/corporate-policies/privacy-notice