Customer Success Manager-Deputy Manager-Bangalore

Vodafone Group Plc; Pune District; On-site; INR 250,000 - 450,000; Full time

Job summary

VOIS (Vodafone Intelligent Solutions) seeks a Customer Success professional to manage long-term relationships with international enterprise customers. You will oversee service performance, drive improvements, resolve escalations, and guide customers across connectivity, cloud, cybersecurity, IoT, SD-WAN and other telecom services.

You will engage with senior stakeholders, support contract commitments and contribute to financial performance through commercial awareness and service optimisation.

Qualifications

• Experience in customer-facing international roles is required.
• Strong communication and stakeholder management skills.
• ITIL 4 certified with service lifecycle knowledge.
• Technical grounding in networking basics (SD-WAN, MPLS, LAN/WAN).
• Analytical mindset with data-driven decision making.
• Power BI, SQL or Python knowledge is a plus.

Responsibilities

• Drive customer satisfaction, retention and experience, including high NPS.
• Manage end-to-end relationships with global enterprise customers across regions.
• Be primary contact for service-related discussions with senior decision-makers.
• Oversee contract management and ensure obligations are met by teams.
• Analyze service performance and identify gaps for improvements.
• Lead monthly/quarterly service reviews and document follow-ups.
• Guide service/delivery teams in resolving escalations beyond BAU.

Job description

Who we areVOIS (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 #CreateTheFutureAbout this RoleWe 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’ll doDrive 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 areExperienced 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.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 youOpportunity 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 learnAdvanced 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 CommitmentVodafone 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.Join UsAt 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 truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.AlertApply for Vodafone jobs only through the official Vodafone Careers website to avoid job scams and fraud.#JDEnhancedByTARAFollow us on social mediaLinkedIn: https://www.linkedin.com/company/vois/Facebook: https://www.facebook.com/voisglobalInstagram: https://www.instagram.com/voisglobal/Chat with our employees: https://lnkd.in/dpkrcvR2