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Global Customer Success Specialist
3 weeks ago
We are seeking an experienced Customer Success Manager to join our team. In this role, 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.
You will build and maintain strong relationships with customers, handle critical/financially customer impacting escalations, and address 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 drive end-to-end relationships with customers, providing exclusive coverage of Vodafone Business Customer segments including MNCs, Secure & Corporate, Public Sector, and SMEs.
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 – 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 Practitioner
- 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.
- Education: 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
This role offers a competitive salary and benefits package, as well as opportunities for career growth and professional development.
You will have the chance to work with a talented team of professionals who share your passion for delivering exceptional customer experiences.
Our company values innovation, collaboration, and continuous improvement, and we offer a dynamic and supportive work environment.
OthersThis role requires excellent communication and interpersonal skills, as well as the ability to work effectively in a fast-paced environment.
As a Customer Success Manager, you will be responsible for developing and maintaining relationships with customers, identifying opportunities for growth and improving customer satisfaction.
You will also be expected to stay up-to-date with industry trends and developments, and to apply your knowledge and expertise to improve customer outcomes.
