Important IT company At the Latin American level, growth requires:
Customer Service Manager
Customer Service Manager responsible for managing customer-facing IT/Telecom services, ensuring service quality, customer satisfaction, operational performance, and effective coordination across technical and virtual teams.
Required Experience;
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5+ years of experience in Customer Service / Service Management (RUN) within the Telecom or IT industry.
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Proven experience managing customer-facing relationships, service performance, escalations, and operational governance.
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Experience leading virtual/multidisciplinary teams in dynamic and customer-driven environments.
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Strong communication, stakeholder management, and problem-solving skills.
Technical Knowledge;
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Solid technical understanding of Connectivity, Voice, Cloud and SD-WAN services.
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Knowledge of Microsoft Teams and enterprise communication solutions.
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Experience working with or managing environments involving Cisco and Fortinet technologies.
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Ability to understand technical issues, coordinate technical teams, assess impacts, and communicate solutions effectively to customers.
Key Responsibilities;
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Manage the customer relationship and act as the primary service management point of contact.
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Ensure operational performance, SLA compliance, incident/escalation management, and continuous service improvement.
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Coordinate technical teams during the Cisco-to-Fortinet migration project, ensuring service continuity and effective communication with the customer.
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Drive governance, status reporting, risks, issues, and action plans across stakeholders.
Work Model
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Posibiliry of 2 days per week at the office in Monterrey, Mexico.
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Combination of RUN Service Management and project/migration activities.
ADVANCED CONVERSATIONAL ENGLISH AND SPANISH ESSENTIAL (Will be evaluated).
If you are a foreingner residing in Mexico, you must have a valid INE, CURP, NSS and RFC.
Job type: ON SITE.
Location: Monterrey, Mexico.
Salary: $90,000 gross.
Benefits: Excellent superior benefits.
