Senior Customer Success Manager

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Role Purpose/Business Unit:

Ensuring Vodafone meets our service obligations to the allocated Customer across our portfolio of Enterprise products, helping them to achieve their business goals, acting as a trusted advisor, and leading to increased satisfaction while strengthening loyalty and retention.

The role takes a proactive approach in anticipating customer’s needs and addressing potential issues before they arise. Working in partnership with extended account teams to embed business relationships at senior levels and developing a deep understanding of Customer’s strategies and translating them into Vodafone accountability. Maintaining key relationships with functional teams across Vodafone to deliver an exemplary Customer experience. The role will consolidate the performance of all the services across all Vodafone business units including Vodafone Business International and partner Vodafone Operating Companies and third party providers in offering a single and integrated view that drives measurable outcomes. (Preferably have bilingual language capabilities i.e. English and local language)

Your responsibilities will include:

• Day to day leadership of the Service capability aligned to designated accounts and working collaboratively with account teams to own service relationship.
• Provide a senior point of interface and accountability to ensure a high quality of service is provided by the Vodafone organisation.
• Drive a culture of Continuous Service Improvement, ensuring evolving Customer needs are proactively addressed and operational excellence is sustained.
• Accountable for providing service performance metrics in line with agreed governance schedules.
• Identify and develop opportunities to enhance customer experience and improve operational efficiency.

The ideal candidate for this role will have:

• Relevant Qualification, Degree or Diploma.
• Minimum of 8 years experience in customer relationship management, preference for candidates with an understanding of fixed network.
• Good Technical Understanding of Telco Products and Services.
• WAN/LAN/Cloud Certification.
• ITILV4 Service Management certification or equivalent.

Core competencies, knowledge, and experience:

• Customer centric mindset, able to nurture and manage Customer relationships at all levels.
• Excellent communication at senior level, stakeholder management and influencing skills.
• Ability to analyse and present a range of performance data with context.
• Possess a good knowledge of technologies across the Enterprise product portfolio.
• Proactive with the ability to lead and drive multiple work streams, operating independently and with initiative.
• Deliver a Service Plan through a matrix management structure and responsible for all the service commitments to the customer.
• Deep knowledge of technologies across all of telecommunications, products and solutions.

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 16 September 2026.

The base location for this role is Vodacom, Midrand Campus

The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.