Strategic Customer Success Manager

The primary goal of this role is to deliver exceptional customer service and support, fostering long-term loyalty and satisfaction. 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.

• Key Responsibilities:
• Drive customer satisfaction by delivering exceptional service experiences across various touchpoints.
• Support customers by directing them towards relevant support models and 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 deadlines.
• Run & Manage monthly/quarterly Service Reviews with customers.
• Oversee continuous Service Improvement processes.
• Responsible for the production and updating of meeting minutes.
• Assist with Escalation processes only when service issues fall outside of BAU procedures.
• Issue regular and timely standard service reporting.
• Track and record service credits.
• Support delivery teams with progressing on-hold orders.
• Analyze customer data and feedback to identify trends, measure performance, and suggest improvements.
• Develop and maintain standardized internal and customer documentation, processes, governance to support best practices.
• Maintain excellent working relationships with senior customers and account team members.
• Guide and assist Service Management Analysts in their work.
• Collaborate with product delivery, transition managers, and project managers to deliver effective business solutions to customers.
• Manage service lifecycles across sell-build-run stages.
• Accountable for regular service level achievement reviews with stakeholders. Serve as the single point of contact for stakeholders and 2nd level escalation for operational issues.
• Schedule and conduct regular business and service performance reviews, documenting progress of actions.

Required Skills and Qualifications:

• 4+ years of experience in a Customer Success Management role with IoT experience (customer-facing role - international only).
• Telecom product knowledge is a must-have, with thorough understanding of at least one product line: Fixed Line, Mobility, Cybersecurity, IoT, SaaS, MPN, Cloud, and Unified Comms.
• ITIL 4 certified with deep understanding of the Service Lifecycle across Sales-Build/Delivery-Run stages.
• Excellent communication and presentation skills, with ability to represent Vodafone effectively and engage with 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.
• Ability to influence and collaborate with organizational teams.
• Agile practitioner with ability to follow Agile ways of working.
• Conflict resolution skills to handle tense situations with customers.
• Experience in engaging and managing vendors/carriers.
• Financial acumen to read P&L statements and contribute towards account profitability.
• Empathy to understand and address customer concerns with patience and emotional intelligence.
• Bachelor of Engineering in any discipline.
• Technical/product certifications: CCNA/CCNP (Routing and Switching), AWS Business Professional, Azure Fundamentals.
• Professional certifications: ITIL Foundation, Prince 2 Foundation.

Desired Skills and Qualifications:

• Sales background with ability to up-sell/cross-sell enterprise telecom products.
• Critical thinking to make data-driven decisions and enhance customer success strategies.
• Knowledge of new-age technologies like SDWAN Architecture, MPN, IoT - Connected Spaces, Automotive, Device Management.
• Deeper financial understanding of PNL creation, budgeting, and forecasting.
• Digitalization and automation knowledge using Power BI, SQL, Python to automate manual dashboards.
• ITIL Intermediate knowledge of Service Lifecycle Modules and Service Capability Modules.
• Leadership skills to lead and mentor customer service teams, set goals, and establish standards.
• Adaptability to changing customer needs and business environments.
• Time management skills to efficiently prioritize tasks and meet deadlines.
• Education: Bachelor of Engineering in Electronics and Communications, Computer Science.
• Technical/product certifications: CCNP - Routing and Switching, Azure Associate Admin, MERAKI CMNA. JUNIPER Network Design Associate, AWS IoT Defender Primer.
• Professional certifications: ITIL Intermediate - Service.
• Language skill in any EU or Asian language (German, Spanish, French, Mandarin, Japanese) will be an added advantage.

Benefits:

This role offers a challenging and rewarding opportunity to develop your skills and expertise in customer success management. If you are a motivated and customer-focused individual looking for a new challenge, please submit your application.