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 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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