Customer Success Manager-Deputy Manager-Bangalore

VOIS; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

Exposure to global enterprise customers

Involvement in digital transformation initiatives

Opportunities for professional growth

Job summary

VOIS, located in Bengaluru, is seeking a Customer Success professional to oversee long-term relationships with international enterprise customers. This role emphasizes on exceptional customer experience through service performance management, improvements, and escalations resolution.

You will engage with senior stakeholders, driving retention and satisfaction while optimizing services. A background in telecom products and ITIL 4 certification are vital for success in this role.

Qualifications

• 4+ years of experience in customer-facing international Customer Success roles.
• Strong understanding of telecom products like SD-WAN, IoT, and Cloud.
• Ability to communicate effectively with senior stakeholders.

Responsibilities

• Manage customer satisfaction and retention across global enterprise accounts.
• Act as primary point of contact for service-related discussions.
• Drive continuous service improvements based on performance analysis.

Skills

Customer Success experience

Telecom products knowledge

ITIL 4 certification

Data analysis skills

Networking fundamentals

Mentoring ability

Tools

Power BI

SQL

Python

Job description

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.

About This Role

We are seeking a Customer Success professional who will manage long-term relationships with international enterprise customers, ensuring retention, satisfaction, and service adoption. This role focuses on delivering an exceptional customer experience by overseeing service performance, driving improvements, resolving escalations, and guiding customers across connectivity, cloud, cybersecurity, IoT, SD‑WAN and other telecom services. The individual will be responsible for customer engagement across multiple global regions, support contract commitments, and contribute to financial performance through commercial awareness and service optimisation.

What You Will Do

• Drive customer satisfaction, retention and experience, ensuring high Net Promoter Scores (NPS)
• Manage end-to-end relationships with global enterprise customers across multiple regions and segments including multinational corporations and public sector organisations
• Act as the primary point of contact for all service-related discussions with senior customer decision-makers
• Oversee contract management, ensuring operational and enabling teams meet all obligations
• Analyse service performance, identify gaps, and drive continuous service improvements
• Lead monthly and quarterly customer service reviews, maintaining documentation and follow-up actions
• Manage service lifecycle across sell–build–run phases. Guide various service and delivery teams in resolving escalations outside business-as-usual processes
• Maintain accurate customer and service inventories, updating reports and dashboards as required
• Identify opportunities for cross‑selling, upselling, and plugging revenue leakages
• Support delivery teams in clearing on‑hold orders and coordinating with cross‑functional teams
• Champion digitalisation by identifying areas where manual reporting can be automated
• Mentor and provide guidance to service management analysts

Who You Are

• Experienced in customer‑facing international Customer Success roles (4+ years)
• Skilled in telecom products such as Fixed Line, Mobility, Cybersecurity, SD‑WAN, IoT, SaaS, MPN, Cloud and Unified Communications
• ITIL 4 certified with strong understanding of service lifecycle management
• An effective communicator able to engage confidently with senior customer stakeholders
• Technically sound in networking fundamentals (SDH, DWDM, MPLS, LAN/WAN, Internet, Fixed Voice, SD‑WAN)
• A collaborative influencer who can work across global teams and resolve conflicts
• Commercially aware with the ability to interpret P&L statements
• Proficient in data analysis to identify trends and enable decision-making. Adaptable, resilient, and comfortable in dynamic customer environments
• Knowledge of automation tools such as Power BI, SQL or Python is beneficial
• Able to mentor others and demonstrate accountability, critical thinking, and strong organisational skills

What's In It For You

• Opportunity to work with global enterprise customers and develop deep expertise across telecom and digital services
• Exposure to senior‑level stakeholder management and strategic customer engagement
• Experience in contract governance, service reviews, and P&L‑linked decision‑making
• Involvement in digital transformation initiatives and modernisation of service reporting
• Growth through collaboration with cross‑functional teams across multiple countries

What Skills You Will Learn

• Advanced customer success strategies for global enterprise environments
• Enhanced technical understanding of evolving telecom technologies and digital solutions
• Strong commercial acumen through hands‑on exposure to financial analysis and P&L impact
• Leadership and stakeholder management across diverse geographies
• Analytical, data‑driven decision‑making and dashboard streamlining using automation tools

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.