Service Management Executive

Vodafone; Fatih; Hybrid; TRY 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid working kit

Private health insurance

Meal voucher

Flexible transportation allowance

Employee assistance

Job summary

Vodafone Business Technology Solutions (VBTS) seeks a seasoned Customer Success Manager to own client relationships end-to-end, drive onboarding and adoption, and act as a trusted advisor to ensure ongoing value. You’ll craft success strategies, collaborate with Sales and Marketing, and guide cross-functional teams to deliver outcomes and growth.

The role requires 10+ years in technical multi-discipline management, strong communication, and the ability to work across departments in a fast-paced

Qualifications

• 10+ years of experience in communications, customer success management
• Bachelor's degree in Business Management, IT or related field
• Experience creating KPI reports for technical and non-technical audiences

Responsibilities

• Own the entire relationship with assigned clients, onboarding, implementation, training, adoption, retention and satisfaction
• Develop and maintain customer-success strategies and best practices with help from the creative team
• Coordinate with internal and external senior managers to maximize retention and growth

Skills

Customer success

Relationship management

Strategic planning

Project management

KPI reporting

English proficiency

Education

Bachelor's degree in Business Management / IT

Tools

MS Office

CRM systems

Job description

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

What you’ll do

At Vodafone Business Technology Solutions (VBTS), our Customer Succes Managers agers are the customer facing leaders who are responsible for the following objectives:

• Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
• Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team
• Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings
• Maintain existing customer-success metrics and data as directed

Responsibilities:

• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
• Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals
• Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables
• Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings
• Prepare documentation or visuals of performance for client; analyze trends NPS scores to identify areas for improvement
• Work with sales and marketing teams to boost customer referrals and develop case studies
• Engage in special projects, events and campaigns
• Manage customer feedback and postmortems

Who you are

"What we are looking for:"

• 8-10 years of experience in communications, customer success management
• Strong skills in verbal and written communications, strategic planning, and project management
• Analytical and process-oriented mindset
• Ability to work effectively across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Experience creating KPI reports for both technical and non-technical audiences.

What You’ll Bring

• Bachelor's degree in Business Management, IT or other related field.
• A minimum of 10 years of experience in a technical multi-discipline management.
• Experience of working within the customer faced service management area.
• Performs well in an multi-projects, fast-paced environments and adapt changes rapidly.
• Proven ability to build strong relationships with other business areas, stakeholder management.
• Perform, think and lead well under pressure.
• A calm, considered approach with exceptional communication skills.
• Digital adapting – ability to adopt and adapt quickly to new technology and systems.
• Seizing opportunities in the field of managed services
• A good enterprise infrastructure (Data, Voice, Security, Cloud) understanding - Cloud knowledge is definite plus
• Good knowledge of MS Office.
• Able to communicate, read, and write effectively in the English language

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

We like to keep them flexible:

• Vflexy: Flexible Benefits Program
• Hybrid working kit
• Ergonomic kit allowance
• Digital meal voucher
• Flexible transportation allowance.
• Employee assistance hotline & counselling
• Comprehensive and flexible private health insurance
• Discounted price deals for wide range of products & services

Plus, plenty more to enjoy!If you want to know more about us and what we do, then visit our website: www.vodafone.com.tr

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.