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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 Manager to lead strategic customer engagements across Vodafone’s B2B segments, including MNCs, Secure & Corporate, Public Sector, and SMEs. This role is pivotal in driving customer retention, satisfaction, and service adoption for high-value global enterprise clients. The individual will manage relationships across multiple geographies, handle escalations, and deliver tailored solutions using deep telecom product knowledge and commercial acumen. The role demands strong stakeholder management, performance analysis, and the ability to influence cross-functional teams to deliver exceptional customer experiences.

Job Responsibility:

  • Serve as the primary contact for global airline customers at both presales and post-sales stages
  • Oversee end-to-end delivery of Vodafone services, ensuring adherence to SLAs, KPIs, and OLAs
  • Build and maintain strong relationships with senior customer stakeholders (VPs, Heads of Ops, Technology Directors)
  • Drive customer satisfaction strategies, including NPS improvement plans
  • Manage contractual obligations, service credits, and risk mitigation
  • Analyse service performance data and implement improvement initiatives
  • Identify upsell and cross-sell opportunities to enhance account profitability
  • Coordinate with internal teams, vendors, and airport IT operations to minimise service disruptions
  • Ensure compliance with industry standards (IATA, ITIL) and promote innovation through new technologies
  • Lead operational governance, including monthly and quarterly service reviews
  • Support digitalisation strategies to improve efficiency and reduce manual processes

Requirements:

  • 8+ years in international customer success roles, preferably in telecom, aviation, or IT services
  • Strong understanding of telecom products such as Fixed Line, Mobility, SD-WAN, Cybersecurity, IoT, SaaS, MPN, Cloud, and Unified Communications
  • Certified in ITIL 4, with expertise in service lifecycle management
  • Excellent communication and presentation skills
  • confident in engaging senior stakeholders
  • Technically proficient in transmission, LAN/WAN, MPLS, DSL, and SD-WAN
  • Commercially astute with experience in P&L management and financial analysis
  • Agile practitioner with proven conflict resolution and vendor management skills
  • Fluent in English
  • Demonstrates leadership, adaptability, time management, and customer advocacy

Nice to have:

  • Additional EU or Asian language skills are a plus
  • Desirable skills include sales experience, critical thinking, automation (Power BI, SQL, Python), and knowledge of new-age technologies
  • Holds certifications such as CCNA/CCNP, AWS Business Professional, Azure Fundamentals, and Prince2 Foundation
What we offer:
  • Opportunity to work with global enterprise clients across multiple regions
  • Exposure to cutting-edge telecom technologies and strategic customer success practices
  • Collaborative work environment with cross-functional teams and senior stakeholders
  • Career development through leadership, digitalisation, and innovation initiatives
  • Flexible work hours aligned with customer HQs across APAC, EU, and Americas

Additional Information:

Job Posted:
January 22, 2026

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