Location
Bangalore | India
Job description
What you’ll do
Role title: Global Manager of Customer Success Management
Role purpose:
As the Global Manager of Customer Success Management at Vodafone Business, the goal is to drive customer satisfaction and loyalty by strategically steering the customer success management team in India and Budapest and foster a customer-centric culture within the organization and across global regions i.e. APAC, Middle East, Americas, Europe and Africa with full engagement with VB SLT across the globe. This role will guide the business in improving service targeting enhancing the CXX strategic objective of Vodafone Business, reducing risks, and cultivate opportunities for sales growth, thereby contributing directly to Vodafone's success and reputation in the telecom industry.
This role will also be accountable to
Leverage the technical expertise in new-age and legacy telecom products.
Guide customers through the Sell-Build-Run lifecycle, ensuring they derive maximum value from our offerings.
Influence business decision-making across multiple organizational levels, aligning the company's strategic initiatives with Customer needs.
Promote learning and development programs that continuously improve skills, benefiting our colleagues and business growth.
Core competencies, knowledge, and experience
•14+ years of experience in Customer Success roles while supporting complex products and ensuring that Teams meet contractual obligations while catering across service Lifecyle of various enterprise - IOT, Mobile and Fixed-line Products.
•Excellent Mobile and Fixed-line Product Knowledge with highly developed knowledge in ITIL.
•Strong leadership background with proven 10 years of experience in leading and managing large teams through different levels.
•Strong Business Acumen with proven min 10 years of experience in stakeholder management.
•Extensive Experience in Digital Transformation through process transformation and deploying different techniques for automation for different processes related to Vodafone Business Customers.
Must have technical / professional qualifications:
•Bachelor's degree in Telecom, Computer Science, or a related field. An MBA or related advanced degree is preferred.
•12+ years of experience in Customer success, account management, or similar roles, preferably in the Telecom industry.
•Proven leadership skills with the ability to manage, mentor, and grow a team.
•Strong understanding of legacy and new-age telecom products such as IoT, Fixed Network, SDWAN, Mobility, and 5G.
•Exceptional strategic thinking and problem-solving skills.
•Excellent communication and interpersonal skills.
•Proven track record in managing and growing key customer accounts.
•Ability to collaborate effectively with cross-functional teams.
•Strong customer orientation and commitment to customer satisfaction.
Desired certifications:
•Commercial & Contract Management (IACCM)
•ITIL 4
•Project Management Certifications (PMP, Agile, Scrum etc.)
•Niche Technology credentials (Networks, Cloud, IoT, Data Analytics, AI/ML)
Budget owned: yes 3 M Euro/ann
Direct reports:
Direct reports – 10 to 12
Overall, Team Size – 110 to 130
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
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