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Customer Success Manager-Manager

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Vodafone

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Location:
India , Bangalore

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are seeking a Customer Success professional to manage end‑to‑end relationships for global enterprise customers across multiple regions. The individual will focus on customer retention, service adoption, operational performance, revenue protection, and strategic guidance across telecom and digital product portfolios. The role requires strong commercial acumen, advanced telecom knowledge, and an ability to collaborate with senior customer stakeholders to enhance the overall service experience.

Job Responsibility:

  • Build and maintain trusted relationships with international enterprise customers, serving as their primary point of contact for service and product‑related engagements
  • Drive customer satisfaction and continuous service improvement through NPS strategies, service reviews, and proactive engagement
  • Support contract adherence and service excellence by coordinating with operational, ITIL, and delivery teams
  • Analyse performance data to identify service trends, areas of improvement, and opportunities for growth
  • Recommend product upgrades and identify cross‑sell and up‑sell opportunities to increase customer footprint and revenue
  • Represent VOIS with senior customer stakeholders, participating in strategic discussions both virtually and in person
  • Lead performance governance, report generation, service credit tracking, and improvement action plans
  • Resolve escalations that fall outside standard processes, ensuring customer issues are addressed promptly
  • Promote digitalisation strategies to enhance efficiency and reduce manual efforts
  • Guide and support internal service teams, contributing to best practices, documentation standards, and operational excellence

Requirements:

  • 6+ years’ experience in an international, customer‑facing Customer Success role
  • Strong knowledge of telecom products such as connectivity, mobility, SD‑WAN, cybersecurity, IoT, cloud, unified communications, and related technologies
  • ITIL Certified with a deep understanding of the service lifecycle across sales, delivery, and operations
  • Exceptional communication, presentation, and relationship‑building capabilities
  • Strong analytical, conflict‑resolution, influencing, and commercial skills, including P&L understanding
  • Understand network technologies such as LAN, WAN, MPLS, Internet access, fixed voice, SDH, DWDM and more
  • Adaptable, collaborative, and able to work effectively in a global environment
  • Able to manage complex customer scenarios with empathy and resilience
  • Follow Agile ways of working and are comfortable engaging vendors and partners
What we offer:
  • Opportunities to work with global stakeholders across multiple regions and industries
  • Exposure to diverse telecom and digital technologies, enabling growth in both technical and commercial capabilities
  • A collaborative environment where innovation, simplification, and customer centricity are core values
  • Experience in influencing strategic customer decisions and contributing to revenue growth and retention

Additional Information:

Job Posted:
March 13, 2026

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