Customer Success Manager

1 week ago

Bangalore, India VOIS Full time
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. 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,

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