Customer Success Manager-Deputy Manager

Job Description

Who we are

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 with 30,000 FTE, 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. 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 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.
#VOIS #BeUnrivalled #CreateTheFuture

About this Role

We are seeking a highly skilled Customer Success Partner to build, manage, and grow relationships with global enterprise customers across Europe, the Americas, and APAC. In this role, the individual will champion customer satisfaction, retention, and service adoption while ensuring strong commercial outcomes. The role requires expertise in telecom product portfolios, including connectivity, SD‑WAN, cybersecurity, IoT, Cloud, mobility, and unified communications. The individual will work across the full service lifecycle—sell, build, and run—ensuring service continuity, operational excellence, and exceptional customer experience.

What you will do

• Strengthen customer relationships by serving as the primary contact for strategic and operational discussions, engaging with senior customer stakeholders across multiple countries.
• Deliver a comprehensive customer success strategy that drives retention, reduces churn, and boosts product usage and service adoption.
• Conduct monthly and quarterly service reviews, analyse service performance, and recommend improvements for operational efficiency.
• Oversee contract fulfilment and ensure all service commitments are delivered consistently.
• Lead critical escalations outside BAU workflows, coordinating cross‑functional teams to drive swift resolution.
• Maintain accurate service inventories and documentation to support effective governance.
• Identify cross‑sell and up‑sell opportunities in collaboration with sales teams, contributing to account profitability.
• Support digitalisation by transforming manual reports into automated dashboards to enhance customer transparency.
• Guide internal service teams, delivering clear direction and supporting collaboration across regions and functions.
• Track service credits, generate timely service reports, and ensure high service quality through continuous improvement initiatives.
• Engage with vendors and carriers to ensure seamless service delivery.
• Apply ITIL practices and Agile ways of working to optimise the service lifecycle.

Who you are

• An experienced Customer Success professional with 6+ years in international, customer‑facing roles.
• Skilled in telecom product lines such as fixed line, mobility, cybersecurity, IoT, cloud, SD‑WAN, and unified communications.
• ITIL 4 certified with deep understanding of the service lifecycle and Agile practices.
• A confident communicator capable of presenting to global senior stakeholders, both virtually and face‑to‑face.
• Technically sound with knowledge of SDH, DWDM, LAN/WAN, MPLS, internet access, DSL, fixed voice, and SD‑WAN.
• A collaborative influencer, able to work across multiple internal teams and navigate complex organisational structures.
• Financially perceptive, with the ability to interpret P&L statements and support profitable account outcomes.
• Empathetic, adaptable, and capable of resolving complex issues under pressure.
• A proactive individual who thrives in dynamic environments and can prioritise effectively.
• Holds a Bachelor of Engineering and relevant certifications such as CCNA/CCNP, AWS/Azure fundamentals, Prince2 Foundation.

Not a perfect fit?

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

What's in it for you

• Opportunities to work with global enterprise customers spanning multiple regions.
• Exposure to cutting-edge telecom and digital technologies such as SD‑WAN, IoT, Cloud, MPN, and cybersecurity.
• Experience across full service lifecycle management, enhancing both technical and commercial expertise.
• Collaboration with diverse, international teams, enabling strong cross-cultural skill development.
• The chance to influence customer strategy, drive NPS improvements, and contribute directly to revenue growth.

What skills you will learn

• Advanced customer relationship management and stakeholder leadership.
• End-to-end service lifecycle mastery across sell, build, and run functions.
• Commercial and financial acumen including profitability, P&L interpretation, and revenue optimisation.
• Emerging telecom technologies and digital automation tools such as Power BI, SQL, and Python.
• Critical thinking, problem‑solving, operational governance, and strategic improvement planning.

VOIS Equal Opportunity Employer Commitment

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

Join Us

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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