Customer Success Manager-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 Customer Success professional to manage end‑to‑end relationships for global enterprise customers across multiple regions. The individual will focus on customer retention, service adoption, operational performance, revenue protection, and strategic guidance across telecom and digital product portfolios. The role requires strong commercial acumen, advanced telecom knowledge, and an ability to collaborate with senior customer stakeholders to enhance the overall service experience.

What you will do

• Build and maintain trusted relationships with international enterprise customers, serving as their primary point of contact for service and product‑related engagements.
• Drive customer satisfaction and continuous service improvement through NPS strategies, service reviews, and proactive engagement.
• Support contract adherence and service excellence by coordinating with operational, ITIL, and delivery teams.
• Analyse performance data to identify service trends, areas of improvement, and opportunities for growth.
• Recommend product upgrades and identify cross‑sell and up‑sell opportunities to increase customer footprint and revenue.
• Represent VOIS with senior customer stakeholders, participating in strategic discussions both virtually and in person.
• Lead performance governance, report generation, service credit tracking, and improvement action plans.
• Resolve escalations that fall outside standard processes, ensuring customer issues are addressed promptly.
• Promote digitalisation strategies to enhance efficiency and reduce manual efforts.
• Guide and support internal service teams, contributing to best practices, documentation standards, and operational excellence.

Who you are

• You have 6+ years’ experience in an international, customer‑facing Customer Success role.
• You possess strong knowledge of telecom products such as connectivity, mobility, SD‑WAN, cybersecurity, IoT, cloud, unified communications, and related technologies.
• You are ITIL Certified with a deep understanding of the service lifecycle across sales, delivery, and operations.
• You demonstrate exceptional communication, presentation, and relationship‑building capabilities.
• You bring strong analytical, conflict‑resolution, influencing, and commercial skills, including P&L understanding.
• You understand network technologies such as LAN, WAN, MPLS, Internet access, fixed voice, SDH, DWDM and more.
• You are adaptable, collaborative, and able to work effectively in a global environment.
• You can manage complex customer scenarios with empathy and resilience.
• You follow Agile ways of working and are comfortable engaging vendors and partners.

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 stakeholders across multiple regions and industries.
• Exposure to diverse telecom and digital technologies, enabling growth in both technical and commercial capabilities.
• A collaborative environment where innovation, simplification, and customer centricity are core values.
• Experience in influencing strategic customer decisions and contributing to revenue growth and retention.

What skills you will learn

• Advanced telecom and digital product knowledge across connectivity, security, IoT, SD‑WAN, cloud, and unified communication platforms.
• Enhanced stakeholder management and executive‑level communication skills.
• Strong P&L interpretation, commercial thinking, and financial decision‑making
• .Data‑driven problem‑solving and the ability to use analytical tools for insights and reporting.
• Exposure to digitalisation and automation tools that enhance operational efficiency.

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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