Senior Customer Success Manager

Role Profile

Role title: Commercial In-Life Manager
Function: Customer Success Management
Department: Vodafone Business International
Reports to: Senior Manager, Customer Success
Location: Kuala Lumpur, Malaysia

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future foreveryone who joins our team. When you work with us, you’re part of a global mission to connect people, solvecomplex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilstfinding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and makea real impact.

In this role, you will get the opportunity to manage the commercial relationship with 2-4 of VGE’s largest strategicaccounts with combined revenue up to €30M pa. Accountable for ensuring VGE is delivering on all of itscontractual obligations on these accounts, and for delivering incremental value for these customers and for VGE.

What you’ll do

Key accountabilities and decision ownership:

• 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

Key performance indicators:

• Net Promoter Score
• SLA achievement
• Customer Experience
• Service Efficiency
• Customer Value Management

Deliverables:

• Operations Manual Management including continuously updating a detailed “How To” guide of useful Service information (e.g. bespoke processes, clear escalation points, and online portals).
• Service Level Management Analysis and Review including delivery of analysis of Vodafone’s performance against the relevant Service Level Targets for the Supported Services;
• Continual Service Improvement including identification and implementation of Customer-specific improvements to processes, products and partners to ensure adherence to applicable Service Level Targets and alignment with Customer strategic business needs, plus the creation and maintenance of an agreed Service Improvement Plan and scheduled review meetings on an agreed timetable.
• Strategic Business Relationship Management including review meetings with Customer executives on an agreed timetable and at agreed locations(s) as part of the Goivernance model
• Service Development including managing and driving Service initiatives aimed at developing Customer’s future Services, based on the industry insights and future needs
• Customised Inventory Management including delivery and management of a Customer specific inventory on an agreed timetable.
• Risk Management including delivery and management of a Customer specific risk register updated on an agreed timetable

Who you are

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 solutiojns

Must have technical / professional qualifications:

• Good Technical Understanding of Telco Products and Services
• WAN/LAN/Cloud Certification
• ITILV4 or ITILV5 Service Management Certification or equivalent

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.

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.