Senior Customer Experience Manager

12 hours ago

Bengaluru, Karnataka, India beBeeCustomer Full time ₹ 1,04,000 - ₹ 13,08,780
Job Description

The ideal candidate will be responsible for driving customer satisfaction and delivering exceptional service experience across various customer segments.

They will leverage their deep understanding of telecom products and services, including IoT, SD-WAN, cybersecurity, SaaS, MPN, Cloud, and Unified Communications, to provide expert guidance and support to customers.

The role involves building and maintaining strong relationships with Standard/Enhanced Global Enterprise Customers, handling critical/financially customer impacting escalations, and addressing special requests related to performance, quality, and improvements to enhance the overall customer experience.

Required Skills and Qualifications
  • 4+ years of experience in a Customer Success Management role with IoT experience
  • 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
Benefits

The successful candidate will have the opportunity to work with a dynamic team, drive business growth, and develop their skills and knowledge in a fast-paced environment.

They will also have the chance to make a real impact on customer satisfaction and experience, as well as contribute to the development of new strategies and initiatives.

Others

The ideal candidate will be a proactive and results-driven individual who is passionate about delivering exceptional customer service and driving business success.

They will be a team player who can collaborate effectively with colleagues and stakeholders, as well as a strategic thinker who can analyze complex problems and develop creative solutions.

They will also be highly organized and able to prioritize tasks effectively, as well as communicate clearly and effectively with customers and internal stakeholders.

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