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 an experienced individual to lead the end‑to‑end customer success lifecycle for global enterprise customers across Europe, the Americas, and APAC. The role focuses on customer retention, churn mitigation, service adoption, and optimising customer experience for telecom products including connectivity, SD‑WAN, IoT, SaaS, Cloud, MPN, cybersecurity, and unified communications.
The ideal candidate will bring strong commercial awareness, the ability to manage P&L elements, and a deep understanding of telecom products. This role requires excellent stakeholder engagement skills, especially when interacting with senior customer decision‑makers, as well as the ability to manage escalations, influence internal teams, and uphold contractual commitments.

What you will do

• Build and maintain strong relationships with global enterprise customers in multiple regions.
• Represent VOIS in discussions with senior customer stakeholders, ensuring clarity, trust, and excellent service quality.
• Own customer satisfaction strategy including NPS improvement programmes.
• Manage Service Reviews (monthly/quarterly), ensuring accurate documentation, action tracking, and reporting.
• Oversee continuous service improvement initiatives across sell‑build‑run lifecycle.
• Resolve issues outside standard BAU processes by managing escalations effectively.
• Maintain accurate service inventories and customer information.
• Work with operational and enabling functions to ensure fulfilment of contractual commitments.
• Identify revenue opportunities through upselling, cross‑selling, and footprint expansion.
• Conduct detailed performance and trend analysis, proposing improvements where needed.
• Improve efficiency by supporting digitalisation and reducing manual activities.
• Support delivery teams with progressing on‑hold orders and ensuring operational readiness.
• Guide and support Service Management Analysts as required.
• Collaborate with product, delivery, transition, and project teams to provide customer‑centric solutions.
• Ensure service continuity, risk mitigation, and alignment with customer growth trajectories.

Who you are

• More than six years of experience in an international, customer‑facing Customer Success role.
• Strong telecom product knowledge (at least one product line such as fixed, mobility, security, IoT, SaaS, Cloud, MPN, or unified communications).
• ITIL 4 certified with strong understanding of the full service lifecycle.
• Excellent communication and presentation skills with the ability to influence senior stakeholders.
• Strong understanding of LAN/WAN, MPLS, SD‑WAN, internet access, fixed voice, SDH/DWDM, and related technologies.
• Experience engaging and managing vendors/carriers.
• Financial acumen with the ability to interpret P&L statements and support account profitability.
• Skilled in conflict resolution, collaboration, Agile ways of working, and stakeholder influence.
• Empathetic, adaptable, and committed to delivering exceptional customer experience.
• Desired: Sales background, critical thinking, digitalisation/automation skills (Power BI, SQL, Python), deeper financial knowledge, new‑age technology exposure (MPN, IoT, connected spaces, SD‑WAN architecture), and leadership capabilities.Bachelor’s degree in Engineering (essential) with preferred certifications such as CCNA/CCNP, Azure, AWS Business Professional, MERAKI CMNA, ITIL Intermediate.

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 and cutting‑edge telecom technologies.
• Exposure to complex service environments and cross‑functional collaboration across regions.
• Ability to influence strategic customer success outcomes and drive service excellence.
• Growth opportunities across customer success, service management, and telecom technology domains.
• Experience working in a dynamic, multicultural, international environment.

What skills you will learn

• Advanced customer success management across global markets.
• Commercial and financial management through P&L interpretation and revenue strategy.
• Senior stakeholder communication and conflict resolution.
• Technical expertise across SD‑WAN, Cloud, IoT, MPN, cybersecurity, and enterprise connectivity.
• Process improvement, service lifecycle optimisation, and digitalisation skills (automation tools, dashboards, agile delivery).

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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