Customer Success Manager

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)

• Highlight accountabilities and KPIs for the requisitioned role, which could include (but not limited to)
• Drive customer satisfaction whilst delivering the best possible service experience across Vodafone NPS.
• Support customers by directing them towards Vodafones 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 customers 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.

KPIs

• Drive Account Profitability
• Improve Customer Satisfaction
• Drive Service Improvements
• Drive Net Promoter score

Essential

• 4 + 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 atleast 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.
• 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

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.
• 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: Any EU or Asian language (German, Spanish, French, Mandarin, Japanese) skill will be an added advantage.