Senior Customer Success Manager
About this role
Role Profile
Role title: Senior Customer Success Manager
Function: Customer Success Management
Department: Vodafone Business International
Reports to: Senior Manager, Customer Success
Location: Shenzhen, China
Join Us
At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.
What you’ll do
Key accountabilities and decision ownership:
- Day to day leadership of the Service capability aligned to designated accounts and working collaboratively with account teams to own service relationship
- Provide a senior point of interface and accountability to ensure a high quality of service is provided by the Vodafone organisation
- Drive a culture of Continuous Service Improvement, ensuring evolving Customer needs are proactively addressed and operational excellence is sustained
- Accountable for providing service performance metrics in line with agreed governance schedules
- Identify and develop opportunities to enhance customer experience and improve operational efficiency
Who you are
Core competencies, knowledge and experience:
- Customer centric mindset, able to nurture and manage Customer relationships at all levels
- Excellent communication at senior level, stakeholder management and influencing skills
- Ability to analyse and present a range of performance data with context
- Possess a good knowledge of technologies across the Enterprise product portfolio
- Proactive, with the ability to lead and drive multiple work streams, operating independently and with initiative
- Deliver a Service Plan through a matrix management structure and responsible for all the service commitments to the customer
- Deep knowledge of technologies across all of telecommunications, products and solutiojns
Must have technical / professional qualifications:
- Good Technical Understanding of Telco Products and Services
- WAN/LAN/Cloud Certification
- ITILV4 Service Management certification or equivalent
Not a perfect fit?
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people 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 still apply as you may be the right candidate for this role or another opportunity.
Who we are
We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.
Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.
Together we can.
Company at a glance
VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. We are pioneering a new Partnership model for the Telco industry, where the sharing of ideas, innovation, platforms and services will unlock opportunities for our people and value for our customers.
With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We deliver value and results at scale by leveraging technology, data and our talented international team of 30K professionals in the following services:
Technology, Business, B2B, Corporate Services, Customer Care.
Our commercial model creates clear, benchmarked and competitively-priced services so that we can offer guaranteed outcomes for customers with flexibility and optionality.
Bringing together our combined strengths with our strategic partner Accenture our strategy is to:
Commercialise: Create cost transparency and foster trust and growth for our customers
Re-platform: To simplify, streamline and scale our business
Extend beyond our borders: deepening our relationships, growing our services and expanding our customer base across new customers & new geographies
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
Top Benefits
- Work-life balance
- Global career growth opportunities
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