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Trinetix partners with global enterprises and growing brands on digital products and business transformation. Its 900-plus team works across AI and generative AI, enterprise software, experience design, and intelligent automation, helping organizations update operational and technology models. Trinetix serves clients in professional services, logistics, healthcare, and financial services, among other sectors.
Customer Operations Success Manager
Improve telecom service performance and customer outcomes for Trinetix’s enterprise clients. Lead service reviews, problem management, reporting, and continuous improvement.
Description
- Help customers achieve business outcomes by improving service performance, operational alignment, and the customer lifecycle.
- Drive customer success and realize service value across assigned strategic accounts.
- Lead customer-facing service performance, reviews, improvement follow-up, and governance.
- Align customer expectations with product capabilities, support processes, and service assurance.
- Turn customer feedback, portal adoption, and service experience insights into improvements.
- Resolve customer-facing problems and recurring issues with operational teams.
- Build trusted customer relationships and represent the customer voice within Customer Operations.
- Plan and lead structured service reviews, capture feedback, and follow through on agreed actions.
- Coordinate follow-up on customer issues, complaints, outage credits, RFOs, and incident reports.
- Work with Sales during pre-sales and customer engagement.
- Represent customer needs in portal, SLA measurement, reporting, and supporting system development initiatives.
- Plan, conduct, and analyze customer feedback activities, including NPS.
- Lead customer-facing problem management for recurring or high-impact issues.
- Maintain and improve customer-facing service documentation.
- Use data, insights, and performance reports to simplify, standardize, and improve ways of working.
Requirements
- At least five years of relevant experience in telecommunications, service management, customer success, or customer operations.
- Sound 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 with analytics and reporting tools such as Qlik or similar platforms.
- Strong customer focus and business acumen.
- Ability to work effectively with operational and executive stakeholders in a global, multicultural environment.
- University degree or equivalent relevant experience.
- Fluent written and spoken English.
- ITIL certification is a plus.
- Knowledge of service management frameworks is a plus.
- Knowledge of additional major customer languages is a plus.
Benefits
- Ongoing learning and career development opportunities.
- Professional training and English and Spanish language classes.
- Comprehensive medical insurance.
- Mental health support.
- Benefits program offering compensation for fitness activities, hobbies, pet care, and more.
- Flexible working hours.
- An inclusive, supportive culture.
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