Service Management Executive

Vodafone Group Plc; Fatih; Hybrid; TRY 450,000 - 630,000; Full time

Benefits offered by this job

Vflexy: Flexible Benefits Program

Hybrid working kit

Ergonomic kit allowance

Digital meal voucher

Flexible transportation allowance

Employee assistance hotline & counsell

Comprehensive private health insurance

Discounted deals for products & ser v

Comprehensive private health insurance

Job summary

Vodafone Group Plc is seeking an experienced Customer Success Manager to lead the client relationship lifecycle, from onboarding to renewal, across a portfolio of strategic accounts. You will develop and implement success strategies, align with sales and marketing, and drive adoption and upsell opportunities.

You will collaborate with multi-disciplinary teams to ensure timely deliverables, analyze trends, and communicate insights to executives.

Qualifications

• Minimum 8–10 years of experience in communications or customer success management.
• Strong verbal and written communications, strategic planning, and project management.
• Analytical and process-oriented mindset.
• Ability to collaborate across multiple departments in a deadline-driven environment.
• Proven ability to build relationships with other business areas and stakeholders.
• Experience creating KPI reports for technical and non-technical audiences.

Responsibilities

• Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction.
• Establish relationships as a trusted advisor to ensure continued value of products/services.
• Develop customer-success strategies and best practices, and create customer-support content with input from the creative team.
• Communicate with internal and external senior managers to understand needs and drive retention and growth.
• Maintain customer-success metrics and data as directed.
• Serve as day-to-day contact for accounts, build trust, document opportunities.

Education

Bachelor's degree in Business Management, IT or related field

Tools

MS Office

Job description

Join Us

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

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

https://www.vodafone.com.tr/insan-kaynaklari

Instagram: https://www.instagram.com/vodafonekariyer/

Youtube: https://www.youtube.com/user/VFTurkiye

Data Privacy

By applying for this job, you accept the Vodafone Privacy Policy. Please visit Privacy Policy web page at https://careers.vodafone.com/privacy-policy/turkey/ for further details.

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.