Customer Success Manager-Deputy Maanger-Bangalore

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.
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About this Role

We are seeking a Customer Success Partner to manage strategic relationships with global enterprise customers, support customer retention, improve customer experience, and drive adoption of Vodafone services. The role focuses on customer success management across international accounts, including customer satisfaction, service performance, escalation ownership, commercial awareness, and service improvement across the sell, build and run lifecycle. The role will support global customers across multiple countries and involves working with senior customer stakeholders, account teams, product delivery teams, transition teams and service operations teams. This role is suited to an individual with international customer-facing experience, strong telecom product knowledge, ITIL understanding, commercial acumen, and the ability to translate customer needs into practical service improvements and growth opportunities.

What you’ll do

• Own and develop trusted relationships with global enterprise customers, acting as the key contact for product, service and performance-related discussions.
• Drive customer satisfaction and retention by developing strategies linked to customer experience, loyalty, Net Promoter Score and service improvement.
• Manage regular monthly and quarterly service reviews with customers, ensuring clear documentation, action tracking and progress updates.
• Oversee service performance across service operations and ITIL functions to support smooth day-to-day delivery.
• Coordinate escalation management when service issues move beyond standard business-as-usual processes.
• Maintain customer service inventories, service reports, meeting minutes and standardised documentation to support governance and best practice.
• Analyse customer data, feedback and service performance to identify trends, measure outcomes and recommend improvements.
• Support account profitability by identifying revenue leakage, service improvement opportunities, and potential cross-sell or up-sell opportunities.
• Collaborate with product delivery, transition, project and account teams to deliver effective business solutions for customers.
• Help customers improve efficiency through digitalisation, automation and improved reporting practices.
• Provide guidance to service management analysts and contribute to continuous improvement across customer service activities.
• Work across different customer time zones, with shift patterns aligned to the customer’s headquarters where required.

Who you are

• You have 6 or more years of experience in an international customer-facing customer success management role.
• You bring strong telecom product knowledge across at least one product area such as fixed line, mobility, cybersecurity, IoT, SaaS, MPN, cloud or unified communications.
• You understand the service lifecycle across sales, build, delivery and run, with ITIL 4 certification preferred as an essential requirement.
• You can communicate clearly with senior customer stakeholders, explain technical concepts in simple terms, and represent Vodafone professionally in customer meetings.
• ]You have working knowledge of telecom and network fundamentals such as SDH, DWDM, LAN, WAN, MPLS, internet access, DSL, fixed voice and SD-WAN.
• You collaborate effectively across organisational teams and use influencing skills to align stakeholders around customer outcomes.
• You have experience with Agile ways of working and can adapt to changing customer and business priorities.
• You can manage customer conflict, de-escalate sensitive situations and resolve issues with patience, sound judgement and accountability.
• You understand commercial drivers, including P&L statements, account profitability and revenue growth opportunities.
• You hold a Bachelor of Engineering degree in any discipline, with certifications such as CCNA, CCNP, AWS Business Professional, Azure Fundamentals, ITIL Foundation or Prince2 Foundation considered relevant.
• Additional experience in sales, cross-sell, up-sell, budgeting, forecasting, Power BI, SQL, Python, SD-WAN architecture, MPN, IoT, service lifecycle modules or EU and Asian languages would be advantageous.

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

• Opportunity to work with global enterprise customers across international markets, including customer groups operating across Europe, the Americas and APAC.
• Exposure to a broad telecom and digital services portfolio, including connectivity, SD-WAN, cybersecurity, IoT, SaaS, MPN, cloud and unified communications.
• A role with direct impact on customer satisfaction, customer retention, service continuity, account profitability and revenue growth.
• A cross-functional working environment involving account teams, product delivery teams, transition managers, project managers, service operations and senior customer stakeholders.
• Scope to contribute to continuous service improvement, customer digitalisation, customer reporting automation and best-practice service governance.
• Opportunity to strengthen commercial, technical and customer success capabilities while supporting enterprise customers through complex service lifecycles.

What skills you will learn

• Advanced customer success management for global enterprise customers across complex telecom service environments.
• Practical application of service lifecycle management across sell, build, delivery and run.
• Service performance analysis, customer reporting, trend identification and data-led improvement planning.
• Commercial decision-making linked to account profitability, P&L awareness, revenue protection and growth opportunities.
• Stakeholder engagement with senior customer decision-makers, account teams and cross-functional delivery groups.
• Continuous service improvement, escalation management and operational governance across international customer accounts.
• Digitalisation and automation approaches for service reporting and customer efficiency improvements.

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 truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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