CUSTOMER SUCCESS MANAGER-BANGALORE

About VOIS.
VO IS (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 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 , VO IS has 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 , VO IS started operating in India and now has established global delivery centres in Pune, Bangalore and Ahmedabad.
With more than employees, VO IS India 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 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.
Essential 6 + years of experience in a Customer Success Management role (Customer facing role – International Only) Telecom Product Knowledge is a must have – candidate should be thorough with atleast one product line – Fixed line, Mobility, C ybersecurity, IoT, SaaS, MPN, Cloud, and Unified Comms.
ITIL 4 Certified with deep understanding of Service Lifecycle across Sales – Build/Delivery – Run Customer facing skills – Great in communication and presentation, flamboyant in representing Vodafone and meeting Senior 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 technology knowledge - 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.
VO IS is 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 the Top 10 Best Workplaces for Millennials, Equity, and Inclusion,  Top 50 Best Workplaces for Women,  Top 25 Best Workplaces in IT & IT-BPM  and  10th Overall Best Workplaces in India by the Great Place to Work Institute in .
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! Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded.
We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business.
We actively encourage everyone to consider becoming a part of our journey.