Csm - Deputy Manager - Bangalore

About VOIS VOIS Vodafone Intelligent Solutions is a strategic arm of Vodafone Group Plc creating value and enhancing quality and efficiency across 28 countries and operating from 7 locations Albania Egypt Hungary India Romania Spain and the UK Over 29 000 highly skilled individuals are dedicated to being Vodafone Group s partner of choice for talent technology and transformation We deliver the best services across IT Business Intelligence Services Customer Operations Business Operations HR Finance Supply Chain HR Operations and many more Established in 2006 VOIS has evolved into a global multi-functional organisation a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone About VOIS India In 2009 VOIS started operating in India and now has established global delivery centres in Pune Bangalore and Ahmedabad With more than 14 500 employees VOIS India supports global markets and group functions of Vodafone and delivers best-in-class customer experience through multi-functional services in the areas of Information Technology Networks Business Intelligence and Analytics Digital Business Solutions Robotics AI Commercial Operations Consumer Business Intelligent Operations Finance Operations Supply Chain Operations and HR Operations and more Role purpose As a Customer Success Manager you will be responsible for executing a comprehensive customer success management strategy aimed at customer retention churn mitigation and driving the adoption and consumption of services Your role will involve building and maintaining strong relationships with Standard Enhanced Global Enterprise Customers TCV 5-10M Euros with presence in 4-5 countries across Europe Amercias APAC handling critical financially customer impacting escalations and addressing special requests related to performance quality and improvements to enhance the overall customer experience In this strategic role you will leverage your deep understanding of telecom products and services including connectivity SD-WAN cybersecurity IoT SaaS MPN Cloud and Unified Communications to provide expert guidance and support to customers You will utilize your commercial acumen to manage Profit and Loss P L effectively ensuring that customer engagements are not only successful but also financially viable Additionally you will employ your sales knowledge to identify opportunities for upselling and cross-selling thereby driving revenue growth Your primary goal is to ensure that customers receive exceptional service and support fostering long-term loyalty and satisfaction By proactively engaging with customers to understand their needs addressing their concerns and providing tailored solutions you will help them achieve their desired outcomes You will also incorporate best practices from leading Customer Success organizations to continuously improve processes and deliver outstanding results You will drive end-to-end relationships with Vodafone B2B Customers providing exclusive coverage of Vodafone Business Customer segments including MNCs Secure Corporate Public Sector and SMEs Customer Satisfaction Survey Strategy NPS - Developing strategies to enhance customer satisfaction loyalty and retention for all your accounts Representing Vodafone You would be the focal point of contact for all product service-related discussions meeting Senior Customer Stakeholders key decision makers - VP Head of Ops Technology Directors Account Team face to face or virtually while representing Vodafone Relationship Management A rapport builder nurturing deep sustainable relationships with customers ensuring long-term loyalty to Vodafone over other service providers Contract Management Oversee operational and enabling functions to deliver exceptional service while meeting all contractual obligations Contribute to Sales and Revenue targets Analyze areas to plug revenue leakages suggest product upgrades proactively identify cross-sell up-sell opportunities improve customer footprint by offering services during business expansion Performance analysis Compile and analyze data to measure Product Service performance while also identifying areas of improvement Supervising daily operations Overseeing service performance from Service Ops and ITIL Functions to ensure smooth day-to-day operations Improve Efficiency Enable your customer with digitalization strategies improving efficiency identify ways to move away from manual tasks reporting allowing you to focus more on customer relationship building Problem resolution Taking ownership of customer issues and ensuring they are resolved effectively Setting goals and standards Establishing objectives and procedures for the customer service department Training and development Providing training and resources to customer service agents to improve their skills and performance Key accountabilities Role Description Drive customer satisfaction whilst delivering the best possible service experience across Vodafone - NPS Support customers by directing them towards Vodafone s support model and any associated systems processes Own and maintain Service Inventories any customer information used across the business Provide support to the wider service community as and when required to meet customer s deadlines Run Manage monthly quarterly Service Reviews with customers Oversee continuous Service Improvement process Responsible for the production and updating of meeting minutes Assist with Escalation process only when service issues fall outside of BAU processes and procedures Issue of regular and timely standard service reporting Tracking and recording service credits Support delivery teams with progressing on-hold orders Data Analysis Ability to analyze customer data and feedback to identify trends measure performance and suggest improvements Development and maintenance of standardized internal and customer documentation processes governance to support best practices Develop and maintain excellent working relationships with senior customers and the account team members Provide guidance and assistance to Service management analysts at work Collaborating with product delivery transition managers and project managers for delivering effective business solutions to customer Responsible for driving and managing service lifecycle across sell-build-run Accountable for regular service level achievement reviews with stakeholders Service Single point of contact for stakeholders and 2nd level of escalation for operational issues Schedules and conducts regular business and service performance reviews and documents progress of actions Essential 6 years of experience in a Customer Success Management role Customer facing role - International Only Telecom Product Knowledge is a must have - candidate should be thorough with at least one product line - Fixed line Mobility Cybersecurity IoT SaaS MPN Cloud and Unified Comms ITIL 4 Certified with deep understanding of Service Lifecycle across Sales - Build Delivery - Run Customer facing skills - Great in communication and presentation flamboyant in representing Vodafone and meeting Senior Customer stakeholders face to face Technology Understanding Fundamentals of transmission SDH DE DWDM Basics of LAN WAN technology MPLS Layer 2 3 Internet access DSL Fixed Voice and SD-WAN Must be an Influencer - Collaborator with influencing skills to navigate through organizational teams Follows Agile ways of working - Agile Practioner Conflict Resolution Effectively handling conflicts and de-escalating tense situations with customers Experience in engaging and managing vendors carrier Financial Acumen Must have knowledge on how to read PNL statements and contribute towards account profitability Empathy Understanding and addressing customer concerns with patience and emotional intelligence Desired Sales Background - Ability to Upsell Cross-Sell Enterprise telecom products Critical Thinking Ability to think critically and make data-driven decisions to enhance customer success strategies New Age technology knowledge - SDWAN Architecture MPN IoT - Connected Spaces Automotive Device Management Deeper Financial Understanding PNL Creation budgeting and forecasting Digitalization and Automation Knowledge on Power BI SQL Python to help automate manual dashboards for customers into digital ones ITIL Intermediate Knowledge of Service Lifecycle Modules and Service Capability Modules Leadership Leading and mentoring customer service teams setting goals and establishing standards Adaptability Being flexible and adaptable to changing customer needs and business environments Time Management Efficiently managing time and prioritizing tasks to meet deadlines and achieve results India VOIS is proud to be an Equal Employment Opportunity Employer We celebrate differences and we welcome and value diverse people and insights We believe that being authentically human and inclusive powers our employees growth and enables them to create a positive impact on themselves and society We do not discriminate based on age colour gender including pregnancy childbirth or related medical conditions gender identity gender expression national origin race religion sexual orientation status as an individual with a disability or other applicable legally protected characteristics As a result of living and breathing our commitment our employees have helped us get certified as a Great Place to Work in India for four years running We have been also highlighted among the Top 10 Best Workplaces for Millennials Equity and Inclusion Top 50 Best Workplaces for Women Top 25 Best Workplaces in IT IT-BPM and 10th Overall Best Workplaces in India by the Great Place to Work Institute in 2024 These achievements position us among a select group of trustworthy and high-performing companies which put their employees at the heart of everything they do By joining us you are part of our commitment We look forward to welcoming you into our family which represents a variety of cultures backgrounds perspectives and skills Apply now and we ll be in touch Our Vodafone is committed to attracting developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business We actively encourage everyone to consider becoming a part of our journey