Senior Customer Success Manager

Job Description

Job Profile

Role title: Senior Customer Success Manager - Technical
Function: Vodafone Business International (VBI)
Department: Customer Success Management
Reports to: Senior Manager
Location: Shenzhen / Dongguan / Shanghai

Join Us

Vodafone is a global telecommunications provider that offers solutions ranging from Fixed, Mobile, Cloud, Unified Communications and IOT to Enterprise customers as they look to embrace next-generation business opportunities. Your skill in business to business relationship building and combined with your technical expertise in business communications technologies, will play a pivotal role in the growth of Vodafone Business International.
Your results-orientated approach will be supported by a collaborative environment where you can learn from seasoned telecommunications executives, benefit from world-class training and have the chance to build a successful, long-term career at a leading global brand.
In a fast-moving world where the pace of change is accelerating, we won’t slow you down. We evangelize business agility and pride ourselves on quick decision-making and flexible working schedules. Vodafone provides all of the speed, growth and excitement of a start-up, with the financial backing and footprint of a firmly established global corporation

What you’ll do

This role interfaces with a customer with a global presence at an executive level and at an account level, maintain key relationships with all functional teams within Vodafone by driving service improvements to deliver an exemplary service experience.

• Be responsible for ensuring Vodafone Business meets all of its Service Obligations to an allocated customer and will mainly focus on Technical Post Sales as a Subject Matter Expert for service and operational; issues.
• Working in partnership with the Account Team to embed business relationships at senior level within our customer base by developing and nurturing a key understanding of our Customers’ strategy and business model and translating that into Vodafone accountability.
• This role interfaces with a customer with a global presence at an executive level and at an account level, maintain key relationships with all functional teams within Vodafone by driving service improvements to deliver an exemplary service experience.
• Accountable for the delivery of all KPIs and service operational metrics contained in the service level agreements that are supported by our local Operating Companies (OpCo), Partners and Affiliates ensuring retention, profitable growth and customer satisfaction (Net Promoter Score).

Who you are

Core competencies, Knowledge and experience:
• Deep Technical knowledge of technologies across all of telecommunication products such as Fixed, Mobile and Cloud services with additional advantage in UC and IOT
• Customer obsessed, able to nurture and manage deep customer relationships on all levels
• Excellent ‘C’ level communication, stakeholder , influencing and relationship skills
• Work with Service Operations to deliver on the account plan through a matrix management structure. Responsible for all the service aspects of the Account ensuring that Vodafone delivers on its service commitments to the Customer
• Self-starter – must be proactive, initiate and drive work streams, able to operate independently and take the initiative.
• Ability to work onsite and manage direct operations and moves, adds and changes.

Must have technical / professional qualifications:
• Good Technical Understanding of Telco Products and Services
• WAN/LAN/Cloud Certification
• ITIL Service Management certification

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.

What's in it for you

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.