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Customer Success Manager-Manager

vodafone.com Logo

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 an experienced individual to lead the end‑to‑end customer success lifecycle for global enterprise customers across Europe, the Americas, and APAC. The role focuses on customer retention, churn mitigation, service adoption, and optimising customer experience for telecom products including connectivity, SD‑WAN, IoT, SaaS, Cloud, MPN, cybersecurity, and unified communications.

Job Responsibility:

  • Build and maintain strong relationships with global enterprise customers in multiple regions
  • Represent VOIS in discussions with senior customer stakeholders, ensuring clarity, trust, and excellent service quality
  • Own customer satisfaction strategy including NPS improvement programmes
  • Manage Service Reviews (monthly/quarterly), ensuring accurate documentation, action tracking, and reporting
  • Oversee continuous service improvement initiatives across sell‑build‑run lifecycle
  • Resolve issues outside standard BAU processes by managing escalations effectively
  • Maintain accurate service inventories and customer information
  • Work with operational and enabling functions to ensure fulfilment of contractual commitments
  • Identify revenue opportunities through upselling, cross‑selling, and footprint expansion
  • Conduct detailed performance and trend analysis, proposing improvements where needed
  • Improve efficiency by supporting digitalisation and reducing manual activities
  • Support delivery teams with progressing on‑hold orders and ensuring operational readiness
  • Guide and support Service Management Analysts as required
  • Collaborate with product, delivery, transition, and project teams to provide customer‑centric solutions
  • Ensure service continuity, risk mitigation, and alignment with customer growth trajectories

Requirements:

  • More than six years of experience in an international, customer‑facing Customer Success role
  • Strong telecom product knowledge (at least one product line such as fixed, mobility, security, IoT, SaaS, Cloud, MPN, or unified communications)
  • ITIL 4 certified with strong understanding of the full service lifecycle
  • Excellent communication and presentation skills with the ability to influence senior stakeholders
  • Strong understanding of LAN/WAN, MPLS, SD‑WAN, internet access, fixed voice, SDH/DWDM, and related technologies
  • Experience engaging and managing vendors/carriers
  • Financial acumen with the ability to interpret P&L statements and support account profitability
  • Skilled in conflict resolution, collaboration, Agile ways of working, and stakeholder influence
  • Empathetic, adaptable, and committed to delivering exceptional customer experience
  • Bachelor’s degree in Engineering (essential)

Nice to have:

  • Sales background
  • Critical thinking
  • Digitalisation/automation skills (Power BI, SQL, Python)
  • Deeper financial knowledge
  • New‑age technology exposure (MPN, IoT, connected spaces, SD‑WAN architecture)
  • Leadership capabilities
  • Preferred certifications such as CCNA/CCNP, Azure, AWS Business Professional, MERAKI CMNA, ITIL Intermediate
What we offer:
  • Opportunity to work with global enterprise customers and cutting‑edge telecom technologies
  • Exposure to complex service environments and cross‑functional collaboration across regions
  • Ability to influence strategic customer success outcomes and drive service excellence
  • Growth opportunities across customer success, service management, and telecom technology domains
  • Experience working in a dynamic, multicultural, international environment

Additional Information:

Job Posted:
February 19, 2026

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