Customer Success Manager-IOT

Role purpose :

As a Customer Success Manager, you will be responsible for executing a comprehensive customer success management strategy aimed at customer retention, churn mitigation, and driving the adoption and consumption of services. Your role will involve building and maintaining strong relationships with Standard / Enhanced Global Enterprise Customers (TCV 5-10M Euros) with presence in 4-5 countries (across Europe / Amercias / APAC), handling critical / financially customer impacting escalations, and addressing special requests related to performance, quality, and improvements to enhance the overall customer experience.

In this strategic role, you will leverage your deep understanding of telecom products and services, including connectivity, SD-WAN, cybersecurity, IoT, SaaS, MPN, Cloud, and Unified Communications, to provide expert guidance and support to customers. You will utilize your commercial acumen to manage Profit and Loss (P&L) effectively, ensuring that customer engagements are not only successful but also financially viable. Additionally, you will employ your sales knowledge to identify opportunities for upselling and cross-selling, thereby driving revenue growth.

Your primary goal is to ensure that customers receive exceptional service and support, fostering long-term loyalty and satisfaction. By proactively engaging with customers to understand their needs, addressing their concerns, and providing tailored solutions, you will help them achieve their desired outcomes. You will also incorporate best practices from leading Customer Success organizations to continuously improve processes and deliver outstanding results.

You will drive end-to-end relationships with Vodafone B2B Customers, providing exclusive coverage of Vodafone Business Customer segments including MNCs, Secure & Corporate, Public Sector, and SMEs.

Customer Satisfaction Survey Strategy (NPS) - Developing strategies to enhance customer satisfaction, loyalty, and retention for all your accounts.

Representing Vodafone : You would be the focal point of contact for all product / service-related discussions meeting Senior Customer Stakeholders (key decision makers – VP, Head of Ops, Technology Directors, Account Team) face to face or virtually while representing Vodafone.

Relationship Management : A rapport builder nurturing deep, sustainable relationships with customers, ensuring long-term loyalty to Vodafone over other service providers.

Contract Management : Oversee operational and enabling functions to deliver exceptional service while meeting all contractual obligations.

Contribute to Sales and Revenue targets : Analyze areas to plug revenue leakages, suggest product upgrades, proactively identify cross-sell / up-sell opportunities, improve customer footprint by offering services during business expansion.

Performance analysis : Compile and analyze data to measure Product / Service performance while also identifying areas of improvement.

Supervising daily operations : Overseeing service performance from Service Ops and ITIL Functions to ensure smooth day-to-day operations.

Improve Efficiency : Enable your customer with digitalization strategies improving efficiency, identify ways to move away from manual tasks (reporting) allowing you to focus more on customer relationship building.

Problem resolution : Taking ownership of customer issues and ensuring they are resolved effectively.

Setting goals and standards : Establishing objectives and procedures for the customer service department.

Training and development : Providing training and resources to customer service agents to improve their skills and performance.

Key accountabilities (Role Description)

• Drive customer satisfaction whilst delivering the best possible service experience across Vodafone – NPS.
• Support customers by directing them towards Vodafone’s support model and any associated systems / processes.
• Own and maintain Service Inventories & any customer information used across the business.
• Provide support to the wider service community as and when required to meet customer’s deadlines.
• Run & Manage monthly / quarterly Service Reviews with customers.
• Oversee continuous Service Improvement process.
• Responsible for the production and updating of meeting minutes.
• Assist with Escalation process only when service issues fall outside of BAU processes and procedures.
• Issue of regular and timely standard service reporting
• Tracking and recording service credits
• Support delivery teams with progressing on-hold orders
• Data Analysis : Ability to analyze customer data and feedback to identify trends, measure performance, and suggest improvements.
• Development and maintenance of standardized internal and customer documentation, processes, governance to support best practices.
• Develop and maintain excellent working relationships with senior customers and the account team members.
• Provide guidance and assistance to Service management analysts at work.
• Collaborating with product delivery, transition managers and project managers for delivering effective business solutions to customer
• Responsible for driving and managing service lifecycle across sell-build-run.
• Accountable for regular service level achievement reviews with stakeholders. Service Single point of contact for stakeholders and 2nd level of escalation for operational issues.
• Schedules and conducts regular business and service performance reviews and documents progress of actions.

Essential

Desired :