Senior Customer Success Manager

## Role Profile

Role title: Senior Customer Success Manager

Function: Customer Success Management

Department: Vodafone Business International

Reports to: Senior Manager, Customer Success

Location: Shenzhen, China

## 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

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

## 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 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.