Serve as the primary point of contact between V.tal and key customers, with a focus on LEO satellite services
Ensure an exceptional experience throughout the entire account lifecycle
Lead operational and administrative management
Ensure compliance with Service Level Agreements (SLAs)
Resolve incidents
Manage credits and compensations
Monitor billing
Track technical improvements with the Quality team
Fully manage the customer relationship
Represent the customer internally
Coordinate technical, commercial, and logistics teams
Ensure service operational continuity and achievement of business objectives
Act as the single point of contact (SPOC) for Starlink and Amazon Kuiper customers, ensuring satisfaction and retention
Maintain a comprehensive view of accounts, covering commercial, technical, operational, contractual, and billing aspects
Conduct regular service performance review and management meetings
Identify risks and opportunities
Monitor SLA compliance
Prepare reports
Coordinate the validation of credits and compensations
Requirements
Bachelor's degree in Telecommunications Engineering, Electronic Engineering, Systems Engineering, Business Administration, or a related field
Postgraduate degree or specialization in Service Management, Telecommunications, Customer Experience, or a related field is preferred
3–5 years of experience in Customer Care, Customer Success, Service Delivery, or Account Management roles
Proven experience in telecommunications, enterprise connectivity, or managed services
Knowledge of Starlink Enterprise and Amazon Kuiper services




Knowledge of SLA management and service governance
Knowledge of the ITIL Foundation framework
Experience with CRM tools and ticketing management platforms
Knowledge of IP networks, WAN connectivity, and managed services
Knowledge of incident, problem, and change management
Knowledge of operational and financial KPI analysis
Knowledge of billing, credits, and compensation processes
ITIL certification is preferred
Core Competencies
Demonstrates expertise in managing customer relationships and ensuring compliance with Service Level Agreements (SLAs) while coordinating cross-functional teams to achieve operational continuity and business objectives.
Proficient in telecommunications services, incident management, and performance analysis.
Highest-signal resume keywords
Customer Relationship Management
SLA Management
Telecommunications Knowledge
ITIL Certification
CRM Tools Experience
ATS Optimization Keywords
Hard Skills
Incident Management
Problem Management
Change Management
Operational KPI Analysis
Billing Processes
Credits Management
Compensation Processes
IP Networks Knowledge
WAN Connectivity Knowledge
Service Governance
Soft Skills
Communication
Problem-Solving
Leadership
Customer Focus
Collaboration
Certifications & Qualifications
ITIL Certification
Industry Keywords
LEO Satellite Services
Starlink
Amazon Kuiper
Customer Care
Customer Success
Service Delivery
Account Management
Telecommunications Engineering
Service Management
Customer Experience
Tools & Technologies
CRM Tools
Ticketing Management Platforms
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📌 Customer Care Specialist (Medellín)
🏢 Jobtailor
📍 Medellín