Customer Success Manager-Manager Job at Vodafone (Bangalore)

Customer Success Manager-Manager

Vodafone

Location:
India , Bangalore

Category:
IT - Administration

Contract Type:
Not provided

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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