Lead - Customer Success Management-Senior Manager-Bangalore

## Who we are

VOIS (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 #CreateTheFuture

## About this Role

We are seeking an experienced Customer Success leader to drive strategic relationships with Vodafone Business customers across Europe, the Americas and APAC. Based in Pune, this role will lead customer success activities for Global Enterprise accounts with contract values of approximately €10–40 million.

You will develop customer success strategies focused on improving retention, reducing churn, increasing product and service adoption and strengthening customer satisfaction. You will also manage high-impact customer escalations and engage with senior customer stakeholders through face-to-face and virtual interactions.

The role requires strong knowledge of enterprise telecommunications products and services, particularly Fixed Line and Mobility, complemented by experience across areas such as SD-WAN, Cybersecurity, IoT, SaaS, Mobile Private Networks (MPN), Cloud and Unified Communications.

Commercial and financial capability is important, including P&L management, account profitability and identifying opportunities for cross-selling and up-selling. The role also involves leading and mentoring a Customer Success team of approximately 10–20 members.

Working hours will align with customer headquarters, including APAC, European and Americas schedules. Shift working is therefore required. Travel requirements are rare.

## What you’ll do

• Develop and implement Customer Success strategies that improve customer satisfaction, loyalty, retention and Net Promoter Score (NPS).
• Build sustainable relationships with Global Enterprise customers and serve as a key Vodafone representative for senior stakeholders, including operational and technology leaders.
• Lead and mentor Customer Success professionals, establishing performance goals, service standards and competitive KPIs.
• Understand customer business strategies and propose product roadmaps that support customer growth while expanding Vodafone's footprint.
• Develop bespoke customer SLAs, performance measures and scalable service propositions aligned with individual customer requirements.
• Lead weekly and monthly service reviews, providing clear insight into product and service performance.
• Manage complex customer escalations and coordinate timely resolution across operational and enabling teams.
• Oversee contractual obligations and service performance across multiple geographies.
• Manage P&L and contribute to account profitability through budgeting, forecasting and effective commercial decision-making.
• Identify revenue leakage and pursue appropriate cross-sell, up-sell and product-upgrade opportunities.
• Analyse customer feedback and operational data to identify trends and drive continuous service improvement.
• Monitor service credits and maintain accurate customer, service and bespoke product inventories.
• Support delivery teams with the progression of on-hold orders and customer commitments.
• Create and maintain consistent customer documentation, governance processes, reports and meeting records.
• Coordinate Service Operations and ITIL functions to support reliable day-to-day service delivery.
• Drive service development across Sell, Build/Delivery and Run functions.
• Work effectively with internal teams, vendors and carriers across global markets.
• Support digitalisation and automation of customer reporting using technologies such as Power BI, SQL and Python.

Key measures of success include team NPS, account profitability, P&L performance, employee retention, customer experience and development of service strategy.

## Who you are

### Essential experience and capabilities

• 8+ years' experience in Customer Success Management, including responsibility for global customers and face-to-face relationship management.
• Strong telecommunications product knowledge, with in-depth understanding of at least two areas such as Fixed Line, Mobility, Cybersecurity, IoT, SaaS, MPN, Cloud or Unified Communications.
• Experience presenting product and service performance to senior customer and internal stakeholders.
• Ability to develop trusted relationships with international customers and represent Vodafone professionally.
• Experience leading and mentoring customer-facing teams, setting objectives and establishing service standards.
• Financial acumen, including the ability to interpret P&L statements and contribute to account profitability.
• Understanding of budgeting and forecasting.
• ITIL 4 knowledge and understanding of service capability across Sales, Build/Delivery and Run.
• Understanding of transmission, LAN/WAN, MPLS Layer 2 and Layer 3, internet access, DSL, Fixed Voice and SD-WAN fundamentals.
• Strong critical-thinking and data-driven decision-making capabilities.
• Ability to manage customer conflicts and de-escalate complex situations.
• Experience collaborating with vendors and carriers.
• Strong communication, influencing, stakeholder-management and time-management capabilities.
• Knowledge of Power BI, SQL or Python for customer dashboard automation and digitalisation.
• Understanding of Agile or Scrum ways of working.
• Bachelor of Engineering in any discipline.
• Relevant technical/product certification such as CCNA/CCNP, AWS Solution Architect or Azure Fundamentals.
• Relevant professional certification such as ITIL Intermediate, PRINCE2 Practitioner or PMP.

### Desirable experience and capabilities

• Sales experience and the ability to identify opportunities for cross-selling and up-selling enterprise telecommunications products.
• Experience managing Customer Success or Operations teams.
• Knowledge of SD-WAN architecture, MPN, IoT Connected Spaces, Automotive solutions and Device Management.
• Advanced ITIL Service Lifecycle or Service Capability knowledge.
• Engineering degree in Electronics and Communications or Computer Science.
• MBA in Sales or Marketing.
• Certifications such as CCNP Routing and Switching, Azure Administrator Associate, Meraki CMNA, Juniper Network Design Associate or AWS IoT-related credentials.
• Proficiency in German, Spanish, French, Mandarin, Japanese or another European or Asian language.

You will demonstrate strong customer advocacy, accountability, empathy, adaptability and resilience. You will be comfortable working across global, cross-functional teams, operating under deadlines and SLAs, and translating complex technical information into clear customer-focused communication.

## 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.

## 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 you

• Opportunity to manage strategically important Global Enterprise customer relationships across Europe, APAC and the Americas.
• Exposure to high-value enterprise accounts with contract values of approximately €10–40 million.
• Opportunity to influence customer experience, service development and commercial outcomes across complex global environments.
• Experience spanning leading telecommunications and technology propositions, including Fixed Line, Mobility, SD-WAN, Cybersecurity, IoT, SaaS, MPN, Cloud and Unified Communications.
• Opportunity to engage with senior customer stakeholders and collaborate across global Sell, Build/Delivery and Run organisations.
• Scope to lead Customer Success professionals while influencing account profitability, service innovation and customer retention.

## What skills you will learn

The role provides opportunities to further develop:

• Strategic Global Enterprise customer management.
• Advanced telecommunications product and service knowledge.
• Commercial management, P&L, budgeting and forecasting.
• Customer retention, NPS and continuous service improvement strategies.
• Enterprise technology knowledge across SD-WAN, Cloud, Cybersecurity, IoT, MPN and Unified Communications.
• Executive stakeholder communication and complex escalation management.
• Cross-functional leadership across Sales, Delivery and Service Operations.
• Data-driven service management and reporting automation using Power BI, SQL and Python.
• Global contract, vendor and carrier management.

## 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.

## Join Us

At 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.

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