Essential Functions & Qualifications

Position Overview

The position serves as an on-site representative, supporting customer relationships, telecommunications service delivery, project coordination, and ongoing operational activities.

The ideal candidate will have strong customer-facing experience, excellent communication skills, and the ability to coordinate effectively with technical, operational, and commercial teams across multiple countries. The role requires a proactive approach to customer support, issue resolution, and service performance monitoring.

Key Responsibilities

1. Customer Engagement & On-Site Representation

- Maintain a consistent on-site presence at the customer's premises, representing the company professionally.

- Serve as a key on-site point of contact, supporting daily customer communications, expectations, and operational needs.

- Participate in customer meetings and technical discussions to understand and document business requirements, service challenges, and operational priorities.

- Assist in managing complex or critical customer situations through effective communication, coordination, escalation, and timely follow-up.

- Monitor network health reports and review open trouble tickets daily, tracking progress and coordinating with the appropriate teams to facilitate resolution.

2. Project Coordination & Service Delivery

- Support daily project management activities related to customer installations, service implementations, and operational initiatives under the direction of the assigned Project Manager or Service Manager.

- Coordinate project schedules, deliverables, action items, documentation, and follow-up activities to help ensure timely service delivery.

- Provide ongoing post-implementation support, including incident tracking, trouble ticket management, escalation coordination, and Service Level Agreement (SLA) monitoring.

- Identify potential delays, service issues, or operational risks and communicate them promptly to the appropriate stakeholders.

3. Cross-Functional & Global Team Coordination

- Coordinate activities among Sales, Presales, Program Management, Service Management, Engineering, and Operations teams.





- Facilitate communication and collaboration among multidisciplinary teams located in different countries.

- Track outstanding issues, responsibilities, and action items to ensure alignment and timely resolution.

4. Customer Success & Business Development Support

- Identify and document customer needs, service challenges, and potential business opportunities during regular on-site interactions.

- Share customer feedback and potential opportunities with the appropriate Sales, Account Management, or technical teams.

- Support customer satisfaction and retention through proactive communication, responsiveness, and consistent follow-up.

5. Documentation, Reporting & Governance

- Prepare and maintain accurate project documentation, status reports, meeting minutes, action trackers, and service performance reports.

- Support Quarterly Business Reviews (QBRs) and other customer governance meetings by collecting operational updates, preparing presentation materials, and tracking follow-up commitments.

- Ensure customer issues, project activities, and service-related actions are properly documented and communicated.

6. Work Schedule & Flexibility

- Maintain an on-site presence according to customer and business requirements.

- Be available to work occasional evenings, weekends, or outside regular business hours when necessary to support critical incidents, project milestones, or customer service needs.

Qualifications

Education

- Required: Bachelor's degree in Engineering, Business Administration, or a related field.

Professional Experience

Required:

- 4–6 years of experience in a customer-facing role involving Project Management, Presales, Customer Service, Lead Generation, or Business Development.

Preferred:

- 4–6 years of experience working in the telecommunications industry.





- 1–3 years of technical experience in telecommunications, preferably involving Network Operations Centers (NOCs), network monitoring, incident management, or service operations.

Required Skills & Competencies

- Customer Relationship Management: Strong interpersonal, communication, and presentation skills, with the ability to build and maintain professional relationships with enterprise customers.

- Customer Meetings: Demonstrated ability to participate in and help lead face-to-face customer meetings covering commercial discussions, technical requirements, service implementations, and performance reviews.

- Problem-Solving & Escalation Management: Sound judgment, resilience, and the ability to remain effective when handling complex, time-sensitive, or high-impact customer situations.

- Cross-Functional Collaboration: Excellent teamwork and coordination skills, including experience working with international and multidisciplinary teams.

- Project Coordination: Strong organizational skills, attention to detail, and the ability to manage multiple priorities, deadlines, and follow-up activities.

- Reporting & Documentation: Ability to prepare professional reports, meeting minutes, presentations, and project documentation.

- Microsoft Office: Advanced proficiency in Microsoft Excel, PowerPoint, and Word.

Language Requirements

Language Proficiency English Advanced written and verbal communication – Required Spanish Advanced written and verbal communication – Required Portuguese Preferred

Idóneo Candidate Profile

The ideal candidate is a customer-focused professional with 4–6 years of experience in customer engagement, project coordination, or service delivery, preferably within the telecommunications industry.

They should be comfortable working directly at customer locations, participating in technical and commercial discussions, monitoring service performance, coordinating incident resolution, and collaborating with international teams.

The position requires someone who is organized, proactive, professional, and capable of managing customer expectations while ensuring consistent follow-up and effective coordination across departments.

📌 Customer Success Specialist (Ciudad de México)
🏢 I.T. Solutions Provider
📍 Ciudad de México