Hiring Customer Success Manager with _VOIS (Vodafone Intelligent Solutions)
About Job
Experience level: 4-10years
Location: Bengaluru, Hybrid
Job Description:
About this Role
This role focuses on delivering exceptional customer success experiences for international enterprise clients across the telecom domain. The individual will serve as a trusted advisor, ensuring high-quality service delivery, optimising business outcomes, and strengthening long-term partnerships. The position requires strong service management expertise, technical understanding of telecom products, and the ability to collaborate effectively with global, cross-functional teams.
Who are you
You are an experienced Customer Success professional with over six years in customer-facing international roles. You bring strong telecom product knowledge, ITIL expertise, excellent communication skills, and a collaborative approach to influencing outcomes. You thrive in dynamic environments, demonstrate empathy in customer interactions, and maintain a high standard of professionalism while working under pressure. You are adaptable, analytical, committed to continuous learning, and proactive in driving customer value.
What you will do
- Manage end-to-end customer success activities to ensure service excellence and enhanced customer experience.
- Represent Vodafone confidently in customer meetings, engaging with senior stakeholders and building trusted relationships.
- Serve as a subject matter expert for telecom product lines such as Fixed Line, Mobility, IoT, MPN, Cybersecurity, SaaS, Cloud, and Unified Communications.
- Oversee the entire service lifecyclefrom Sales to Build/Delivery to Runensuring seamless transitions and high-quality outcomes.
- Influence and collaborate with internal teams to drive customer-centric decisions and resolve challenges effectively.
- Handle conflict resolution by managing escalations, de-escalating tense situations, and safeguarding customer satisfaction.
- Engage and manage vendor/carrier partners to ensure service commitments are met.
- Analyse P&L statements and support account profitability initiatives.
- Lead or support digitalisation efforts by transforming manual dashboards into digital analytics using modern tools.
- Support disaster recovery and continuity plans during service disruptions.
- Advocate customer needs internally, ensuring feedback translates into meaningful improvements.
- Maintain time management excellence by prioritising multiple deliverables against demanding SLAs.
- Work collaboratively across global teams to drive consistent delivery excellence.
What skills you need
Essential
- Minimum 4 years in an international customer-facing Customer Success role.
- Strong product knowledge in at least one telecom domain: Fixed Line, Mobility, Cybersecurity, IoT, SaaS, Cloud, Unified Communications, or MPN.
- Technical understanding of:
- Transmission fundamentals (SDH, DE, DWDM)
- Basics of LAN/WAN
- MPLS Layer 2 & 3
- Internet access, DSL, Fixed Voice
- SDWAN principles
- ITIL 4 Certified with deep knowledge of the service lifecycle.
- Excellent communication, presentation, and stakeholder engagement skills.
- Ability to influence, collaborate, and navigate across multiple organisational teams.
- Agile practitioner with experience using Agile ways of working.
- Experience managing vendors and carriers.
- Ability to interpret P&L statements and contribute to financial performance.
- Strong empathy, emotional intelligence, and customer-centric approach.
- Conflict resolution and de-escalation experience.
- Ability to work under pressure with resilience and personal accountability.
- Strong organisational and time management capabilities.
- Bachelor of Engineering degree.
- Technical/Product Certifications: CCNA/CCNP (Routing & Switching), AWS Business Professional, Azure Fundamentals.
- Professional Certifications: ITIL Foundation, Prince2 Foundation.
Desired
- Sales experience with the ability to upsell and cross-sell enterprise telecom products.
- Advanced critical thinking and data-driven decision-making skills.
- Knowledge of modern technologies: SDWAN architecture, MPN, Connected Spaces, IoT, Automotive, Device Management.
- Advanced financial understanding including budgeting, forecasting, and P&L creation.
- Skills in Power BI, SQL, Python for digitalisation and automation of customer dashboards.
- ITIL Intermediate (Service Lifecycle or Service Capability Modules).
- Leadership experience in mentoring or guiding customer-facing teams.
- Additional language proficiency (EU or Asian languages such as German, French, Spanish, Mandarin, or Japanese).
- Certifications such as: CCNP (Routing & Switching), Azure Associate Admin, Meraki CMNA, Juniper Network Design Associate, AWS IoT Defender Primer.
What skills you will learn
- Mastery of global enterprise telecom solutions and end-to-end service management.
- Advanced customer success methodologies and customer journey optimisation.
- Deep expertise in digital transformation, automation, and intelligent reporting.
- Enhanced cross-cultural collaboration with global teams.
- Broader exposure to disaster recovery frameworks and business continuity planning.
- Increased proficiency in financial analytics supporting account profitability.
- Advanced Agile practices and continuous improvement methodologies.
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, VOIS 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.
#VOIS #BeUnrivalled #CreateTheFuture
About Vodafone
Vodafone is a leading telecommunications company across Europe and Africa, continuously investing in advanced technologies to improve lives globally. As part of the Vodafone familywhether Vodafone, Vodacom, or VOISyou will contribute to a culture of innovation, inclusion, and purpose. We value equality of opportunity and celebrate diversity in all forms. We maintain a workplace free from discrimination based on race, colour, age, gender identification, sexual orientation, disability, religion, nationality, and more.
