{"id":2341143,"url":"https://alion.io/job/trinetix-customer-ops-success-manager-service-manager","title":"Customer Ops Success Manager / Service Manager","company":{"id":8211,"name":"Trinetix","domain":"trinetix.com","url":"https://alion.io/company/trinetix","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":88,"open_postings":6,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":35,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Buenos Aires, Argentina","Mexico City, Mexico"],"countries":["AR","MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":24000,"max_usd":67000,"period":"year","method":"role_country_seniority_unknown","sample_n":14},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-12T11:20:19Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-20T14:23:00Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Trinetix is looking for a Customer Ops Success Manager / Service Manager for our client, Arelion, a global telecom provider. You will help customers get real business value from their services by driving service performance, operational alignment, and continuous improvement throughout the customer lifecycle.\nMAIN ACCOUNTABILITIES\nCustomer success and service value realization across assigned strategic customer relationships. \nCustomer-facing service performance, service review outcomes, and improvement follow-up. \nOperational alignment between customer expectations, product capabilities, support processes, and service assurance delivery. \nCustomer feedback, portal adoption, and service experience insights translated into improvements. \nCustomer-facing problem management and recurring issue resolution in collaboration with operational teams. \nReliable documentation, reporting, and governance input for customer-facing service management activities. \nKEY RESPONSIBILITIES\nBuild trusted customer relationships and act as the customer voice within Customer Operations. \nLead structured service reviews, including preparation, presentation, feedback capture, and follow-up of agreed actions. \nOwn and coordinate follow-up on customer issues, complaints, outage credits, RFOs, and incident-related reports within the service management scope. \nCollaborate with Sales during pre-sales and customer engagement phases to align operational commitments and expectations. \nRepresent customer requirements in MyArelion portal, SLA measurement, reporting, and supporting system development initiatives. \nPlan, conduct, and analyze customer feedback activities, including NPS and other service experience inputs. \nTrigger and drive customer-facing problem management for recurring or high-impact issues, ensuring improvement actions are progressed. \nMaintain and improve customer-facing service documentation such as customer handbooks, support guidance, and service communication material. \nUse data, insight, and service performance reporting to identify opportunities to simplify, standardize, and improve ways of working. \nROLE REQUIREMENTS & CRITICAL CAPABILITIES\nFive to ten years of relevant experience in telecommunications, service management, customer success, or customer operations. \nSolid technical understanding of telecom services and supporting technologies, including IP, WDM, fiber, and related service assurance concepts. \nStrong analytical, reporting, documentation, and presentation capability, including use of analytics/reporting tools such as Qlik or similar platforms. \nBusiness-minded, customer-focused, and able to work effectively with both operational and executive stakeholders in a global, multicultural environment. \nUniversity degree or equivalent relevant experience; ITIL certification or similar service management framework knowledge is beneficial. \nFluent written and spoken English is required; additional major customer languages are beneficial. \nWhat we offer\nContinuous learning and career growth opportunities \nProfessional training and English/Spanish language classes \nComprehensive medical insurance \nMental health support \nSpecialized benefits program with compensation for fitness activities, hobbies, pet care, and more \nFlexible working hours \nInclusive and supportive culture \nAbout Us\nEstablished in 2011, Trinetix is a dynamic tech service provider supporting enterprise clients around the world.\nHeadquartered 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.\nOur 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.\nTo 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","description_format":"text","description_chars":4208,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Spanish","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":["Continuous learning","Flexible schedule","Growth opportunities","Health insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","IT Outsourcing & Dedicated Teams","Custom Software Development"],"lifecycle":[{"event":"open","at":"2026-10-12T11:20:19Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":7,"expected_fill_days":35,"reasons":["conf:3","win:early"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/trinetix-customer-ops-success-manager-service-manager","json_url":"https://alion.io/job/trinetix-customer-ops-success-manager-service-manager.json","meta":{"generated_at":"2026-10-20T15:16:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17244,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8211},"rest":"https://alion.io/mcp/rest/get_company?id=8211"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftrinetix-customer-ops-success-manager-service-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftrinetix-customer-ops-success-manager-service-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftrinetix-customer-ops-success-manager-service-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/trinetix-customer-ops-success-manager-service-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftrinetix-customer-ops-success-manager-service-manager"}]}