Customer Success Manager-Bangalore

About VOIS:
VOIS(Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 7 locations: Albania, Egypt, Hungary, India, Romania, Spain and the UK.

Over 29,000 highly skilled individuals are dedicated to being Vodafone Group's partner of choice for talent, technology, and transformation. We deliver the best services across IT, Business Intelligence Services, Customer Operations, Business Operations, HR, Finance, Supply Chain, HR Operations, and many more.
Established in 2006, VOIShas evolved into a global, multi-functional organisation, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone.
About VOIS India:
In 2009, VOISstarted operating in India and now has established global delivery centres in Pune, Bangalore and Ahmedabad. With more than 14,500 employees, VOISIndia supports global markets and group functions of Vodafone, and delivers best-in-class customer experience through multi-functional services in the areas of Information Technology, Networks, Business Intelligence and Analytics, Digital Business Solutions (Robotics & AI), Commercial Operations (Consumer & Business), Intelligent Operations, Finance Operations, Supply Chain Operations and HR Operations and more.
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 ServiceImprovement 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.

Essential
6 + years of experience in a Customer Success Management role (Customer facing role –International Only)
Telecom Product Knowledgeis a must have – candidate should be thorough with atleast one product line – Fixed line, Mobility, Cybersecurity, IoT, SaaS, MPN, Cloud, and Unified Comms.
ITIL 4 Certified withdeep understanding of Service Lifecycleacross Sales – Build/Delivery – Run
Customer facing skills– Great in communication and presentation,flamboyant in representing Vodafoneand meetingSenior Customer stakeholders face to face.
Technology Understanding:Fundamentals of transmission (SDH, DE, DWDM), Basics of LAN WAN technology, MPLS (Layer 2 & 3), Internet access, DSL, Fixed Voice and SD-WAN.

Desired
Sales Background– Ability to Upsell/Cross-Sell Enterprise telecom products.
Critical Thinking:Ability to think critically and make data-driven decisions to enhance customer success strategies.
New Age technologyknowledge- SDWAN Architecture, MPN, IoT – Connected Spaces, Automotive, Device Management
Deeper Financial Understanding: PNL Creation, budgeting, and forecasting
Digitalization and Automation:Knowledge on Power BI, SQL, Python to help automate manual dashboards for customers into digital ones.
ITIL Intermediate:Knowledge of Service Lifecycle Modules and Service Capability Modules
Leadership: Leading and mentoring customer service teams, setting goals, and establishing standards.Education: Bachelor of Engineering in Electronics and Communications, Computer Science
Technical/Product Certifications: CCNP – Routing and Switching, Azure Associate Admin, MERAKI CMNA. JUNIPER Network Design Associate, AWS IoT Defender Primer
Professional Certifications: ITIL Intermediate – Service.

Language Skill: Any EU or Asian language (German, Spanish, French, Mandarin, Japanese) skill will be an added advantage.

India:
VOISis proud to be an Equal Employment Opportunity Employer. We celebrate differences and we welcome and value diverse people and insights. We believe that being authentically human and inclusive powers our employees' growth and enables them to create a positive impact on themselves and society. We do not discriminate based on age, colour, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, national origin, race, religion, sexual orientation, status as an individual with a disability, or other applicable legally protected characteristics.

As a result of living and breathing our commitment, our employees have helped us get certified as a Great Place to Work in India for four years running. We have been also highlighted among theTop 10 Best Workplaces for Millennials, Equity, and Inclusion,Top 50 Best Workplaces for Women,Top 25 Best Workplaces in IT & IT-BPMand10th Overall Best Workplaces in Indiaby the Great Place to Work Institute in 2024. These achievements position us among a select group of trustworthy and high-performing companies which put their employees at the heart of everything they do.

By joining us, you are part of our commitment. We look forward to welcoming you into our family which represents a variety of cultures, backgrounds, perspectives, and skills!

Apply now, and we'll be in touch!