SENIOR CUSTOMER SUCCESS MANAGER

Role title.
Senior Customer Success Manager Location.
Home based/Remote Role Purpose Responsible for ensuring Vodafone Business International meets all of its Service Obligations to allocated Customers ensuring retention, profitable growth and customer satisfaction (NPS).
Working in partnership with the Account Team to embed business relationships at senior level within our Customer base by developing and nurturing a key understanding of our Customers’ strategy and business model and translating that into VF accountability.
This role interfaces with Customers with a global presence at an executive level,   at a local level and global matrix management at an account level.
Maintaining key relationships into all functional teams within VF to deliver an exemplary service experience.
What you’ll do   Day to day leadership of the Service capability aligned to nominated accounts and working collaboratively with account teams to own service relationship Provides a senior point of interface and accountability for all aspects of service delivery and assurance to customers Lead best of breed continuous service improvement by ensuring the development and implementation of Service Development and / or Improvement Plans in collaboration with Customers and our OpCo’s, Partners and Affiliates.
Accountable for the delivery of all service metrics, in conjunction with local OpCo, Partner and Affiliates service fulfilment personnel, and the Global Account Manager Identifies opportunities for revenue growth - translates customer needs into solutions that enables both the customer and Vodafone profitability   Who you are   Customer obsessed, able to nurture and manage deep customer relationships on all  levels Excellent ‘c’ level communication, stakeholder, influencing and relationship skills Lead a matrixed virtual team of Service Management resources to deliver on the account plan through a matrix management structure.
Responsible for all the service aspects of the Account ensuring that Vodafone delivers on its service commitments to the Customer Deep knowledge of technologies across all of telecommunications Self-starter – must be proactive, initiate and drive work streams, able to operate independently and take the initiative.
ITIL Track record of global service delivery for global/international enterprise accounts  International – lived and worked abroad or worked in a service management role for 8+ years.
Not a perfect fit? Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background.
If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
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