Essential Function

Customer Engagement & On-Site Representation

· Maintain on-site presence at customer premises as a representative of the company.

· Support the primary customer interface on site by assisting with communications, expectations, and day-to-day interactions.

· Participate in face-to-face technical discussions to help document customer needs, challenges, and requirements.

· Assist with complex or critical customer situations through timely follow-up, coordination, and clear communication.

· Review network health information and open trouble tickets daily, follow up on progress, and help coordinate actions toward resolution.

Project Management & Service Delivery

· Support day-to-day project management activities for customer installations and service implementations, working under the direction of the assigned Project Manager or Service Manager.

· Assist with project schedules, action items, documentation, follow-ups, and coordination to support timely delivery of solutions.

· Provide ongoing support after installation, including daily ticket review, incident follow-up, escalation coordination, and SLA tracking.

Cross-Functional & Integral Coordination

· Support coordination among multidisciplinary and multinational teams, including Sales, Presales, Program Management, Service Management, Engineering, and Operations.

· Collaborate across functions and geographies to maintain alignment, communication, and timely follow-up.

Customer Success & Business Development

· Help capture customer needs, pain points, and potential opportunities identified during on-site engagements, and communicate them to the appropriate teams.





· Contribute to positive customer relationships through responsive day-to-day support and consistent follow-up.

Documentation, Reporting & Governance

· Produce clear and accurate project documentation, status reports, meeting minutes, and service review reports.

· Support preparation for Quarterly Business Reviews (QBRs) and governance meetings by gathering updates, tracking actions, and assisting with meeting materials.

Work Schedule & Flexibility QUALIFICATIONS Education Education Level Education Details Required/

Preferred Bachelor's Degree Engineering, Business Required Work Experience Experience Experience Details Required/

Preferred 4-6 years Customer-facing position in either: Project Management, Presales, Customer Service, Lead Generation, Business development Required 1-3 years Technical experience in the Telecom Industry, preferably with a background in Network Operation Centers Preferred 4-6 years Experience working in the Telecom Industry Preferred Skills Required Excellent communication and presentation skills High Proven ability to engage and lead in face-to-face customer meetings for different service aspects: commercial, technical, service implementation and performance reviews High Strong resilience and judgment to manage complex, high impact situations with large enterprise customers High Excellent teamwork skills, engaging cross-functional teams in different countries and different disciplines High Excellent handling of regular MS Office tools: Excel, Power Point, MS Word High Language Skills English, written and verbal High Spanish, written and verbal High Portuguese, preferred

· Demonstrate flexibility to work occasional weekends and after-hours as required to support customer needs, project milestones, or critical service activities.

📌 Customer Success Specialist (Ciudad Madero)
🏢 SMX Services u0026 Consulting
📍 Ciudad Madero