DGM-Senior Lead - 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, 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.

About VOIS India:

In 2009, VOIS started operating in India and now has established global delivery centres in Pune, Bangalore and Ahmedabad. With more than 14,500 employees, _VOIS 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.

Role

To Lead a team of large team of Customer Success Managers/Service Relationship managers for UK Local Market – UK. As a Senior Customer Success Management Lead, your role is pivotal in establishing and nurturing long-term relationships with the organization’s clientele. You’ll be at the forefront of ensuring customer satisfaction and loyalty, ensuring that clients receive outstanding support and service throughout their journey with the company. 

 Your responsibilities include developing and implementing customer success strategies, tailoring approaches to individual client needs and industry trends. Leading and mentoring a team of customer success managers and people managers, you’ll provide training, set performance goals, and conduct performance reviews who would in turn drive E2E relationship with Vodafone B2B Customers with exclusive coverage of Vodafone Business Customer segments MNC, Secure & Corporate, Public sector & SMEs across all VB Product portfolio connectivity, SD-Wan, cyber security, IOT, SaaS, MPN, Cloud & Unified Comms synergizing technical telecom product expertise with strategic program management to drive exceptional results for our strategic accounts. You will be responsible for nurturing relationships at the executive level and collaborating closely with both internal and external customers, with responsibilities extending from local line management to global matrix management. . Additionally, you’ll establish strong relationships with key stakeholders within client organizations, analyze customer data to identify trends and opportunities, and work closely with various teams to align company services with customer needs. Your deep understanding of customer objectives and tailored solutions will significantly contribute to both client success and the achievement of the company’s strategic goals. Your leadership will drive value targets, enhance account profitability, and ensure seamless vendor and supplier management, ultimately positioning _VOIS as the partner of choice for Group and Local Markets.

•    Be accountable and drive Customer Satisfaction Survey Strategy (NPS) for all accounts being catered by your team members.
•    Drive Partner engagement (PSAT) to make _VOIS the partner of choice for Group and LM
•    Identify opportunities to bring growth within B_VOIS improving penetration in Group and Local Markets.
•    Owning End Customers’ contract renewals along with Account and Sales Team 
•    Utilize product-specific knowledge in IoT, UC, Cloud & Security, Fixed, and Mobility to guide critical programs
•    Accountable for Front-end customer presentations and managing escalations, while leveraging knowledge of our technical telecom products to foster robust partnerships and client relationships
•    Driving digitization and automation using Agile practices to derive efficiency while up-skilling team members to make them future ready.

Role Description

People Management of team leaders of UK CSM & CRM teams
•    Strategic Program Management: Utilize product-specific knowledge in IoT, UC, Cloud & Security, Fixed, and Mobility to guide critical programs, such as setting up Shared Services Teams, promoting Diversity & Inclusion, and Employee Well-Being.

•    Performance Management: Establish a performance management framework to enhance team performance in delivering high-quality efficient telecom services, backed by the in-depth knowledge of various products.

•    Customer Engagement & Satisfaction: accountable for Front-end customer presentations and directly manage escalations directly from end-Customers and across VF stakeholders, while leveraging knowledge of technical telecom products to foster robust partnerships and client relationships. Drive customer satisfaction whilst delivering the best possible service experience across Vodafone measured through CSAT 

•    Sales & Profitability: Drive sales & TCV contribution of traditional and new-age telecom products including IoT, UC, Cloud & Security, Fixed, and Mobility, with strategies for Margin Uplift and Opex reduction, ensuring optimal profitability.

•    Escalation Management: Sits on top of the ITIL support chain acting as the highest level of escalation point overseeing quality of service including but not limited to technical competence across support teams (Service Desk, Technical Teams - 2nd  and 3rd Line teams along with solution, billing and commercial teams).

•    Financial Management: Oversee budgeting, forecasting, and creation of Account P&L statements, aligning financial tracking with the delivery of specific telecom products and services.

•    Vendor & Supplier Management: Collaborate with vendors and suppliers to ensure top-tier service delivery, leveraging our telecom product offerings to enhance partnership value.
KPI’s
•    Net Promoter Score
•    Drive Value – Margin, Upsell Targets
•    Partner Surveys
•    Account Profitability
•    Growth and Efficiency
•    Quality of Client Service Support role outputs
 

VOIS Equal Opportunity Employer Commitment India:

VOIS 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 5 Best Workplaces for Diversity, Equity, and Inclusion, Top 10 Best Workplaces for Women, Top 25 Best Workplaces in IT & IT-BPM and 14th Overall Best Workplaces in India by the Great Place to Work Institute in 2023. 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!