Customer Success Manager-Manager

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 a Customer Success Manager to lead strategic customer engagements across Vodafone's B2B segments, including MNCs, Secure & Corporate, Public Sector, and SMEs. This role is pivotal in driving customer retention, satisfaction, and service adoption for high-value global enterprise clients. The individual will manage relationships across multiple geographies, handle escalations, and deliver tailored solutions using deep telecom product knowledge and commercial acumen. The role demands strong stakeholder management, performance analysis, and the ability to influence cross-functional teams to deliver exceptional customer experiences.

What You Will Do

• Build and maintain relationships with global enterprise customers across Europe, Americas, and APAC.
• Represent Vodafone in senior stakeholder meetings, acting as the primary contact for service-related discussions.
• Develop and execute strategies to improve customer satisfaction and Net Promoter Score (NPS).
• Oversee contract management and ensure delivery against SLAs and KPIs.
• Identify and drive upsell / cross-sell opportunities to enhance account profitability.
• Analyse service performance data and implement continuous improvement initiatives.
• Supervise daily operations and collaborate with service and ITIL teams to ensure seamless delivery.
• Lead digitalisation efforts to automate reporting and improve operational efficiency.
• Resolve customer issues effectively and manage escalations beyond BAU processes.
• Conduct regular service reviews and maintain accurate service documentation.
• Mentor service analysts and collaborate with product, transition, and project managers.

Who You Are

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

What Skills You Will Learn

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 be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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Skills Required

Wan, Power Bi, Transmission, Ccna, Sql, Mpls, Lan, Ccnp, Python, DSL