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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in driving customer success through service performance management, operational alignment, and continuous improvement. Proficient in utilizing data insights and analytics to enhance customer relationships and service delivery.
Highest-signal resume keywords
Customer Success ManagementService Performance ReportingTelecommunications KnowledgeAnalytical SkillsStakeholder Collaboration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service ManagementTelecom ServicesIPWDMFiberAnalytics ToolsReportingDocumentationPresentation SkillsService Assurance
Soft Skills
Customer FocusBusiness MindsetEffective CommunicationRelationship BuildingProblem Management
Tools & Technologies
QlikCustomer PortalsSLA Measurement
Certifications & Qualifications
ITIL Certification
Industry Keywords
Customer OperationsService Management FrameworksNPSGlobal EnvironmentMulticultural Environment
About the role
Key responsibilities & impact- Enable customers to achieve intended business outcomes by driving service performance, operational alignment, and continuous improvement across the customer lifecycle
- Drive customer success and service value realization across assigned strategic customer relationships
- Lead customer-facing service performance, service reviews, improvement follow-up, and governance activities
- Align customer expectations, product capabilities, support processes, and service assurance delivery
- Translate customer feedback, portal adoption, and service experience insights into improvements
- Manage customer-facing problems and recurring issues in collaboration with operational teams
- 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
- Coordinate follow-up on customer issues, complaints, outage credits, RFOs, and incident-related reports
- Collaborate with Sales during pre-sales and customer engagement phases
- Represent customer requirements in customer portals, SLA measurement, reporting, and supporting system development initiatives
- Plan, conduct, and analyze customer feedback activities, including NPS
- Drive customer-facing problem management for recurring or high-impact issues
- Maintain and improve customer-facing service documentation
- Use data, insights, and service performance reporting to simplify, standardize, and improve ways of working
Requirements
What you’ll need- 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
- ITIL certification is a nice-to-have
- Knowledge of service management frameworks is a nice-to-have
- Knowledge of additional major customer languages is a nice-to-have
Benefits
Comp & perks- 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