Customer Success Manager-Manager
Who we are
VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
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About this Role
We are seeking a Customer Success Manager to lead strategic customer engagements across Vodafone’s B2B segments, including MNCs, Secure & Corporate, Public Sector, and SMEs. This role is pivotal in driving customer retention, satisfaction, and service adoption for high-value global enterprise clients. The individual will manage relationships across multiple geographies, handle escalations, and deliver tailored solutions using deep telecom product knowledge and commercial acumen. The role demands strong stakeholder management, performance analysis, and the ability to influence cross-functional teams to deliver exceptional customer experiences.
What you will do
- Serve as the primary contact for global airline customers at both presales and post-sales stages.
- Oversee end-to-end delivery of Vodafone services, ensuring adherence to SLAs, KPIs, and OLAs.
- Build and maintain strong relationships with senior customer stakeholders (VPs, Heads of Ops, Technology Directors).
- Drive customer satisfaction strategies, including NPS improvement plans.
- Manage contractual obligations, service credits, and risk mitigation.
- Analyse service performance data and implement improvement initiatives.
- Identify upsell and cross-sell opportunities to enhance account profitability.
- Coordinate with internal teams, vendors, and airport IT operations to minimise service disruptions.
- Ensure compliance with industry standards (IATA, ITIL) and promote innovation through new technologies.
- Lead operational governance, including monthly and quarterly service reviews.
- Support digitalisation strategies to improve efficiency and reduce manual processes.
Who you are
- 8+ years in international customer success roles, preferably in telecom, aviation, or IT services.
- Strong understanding of telecom products such as Fixed Line, Mobility, SD-WAN, Cybersecurity, IoT, SaaS, MPN, Cloud, and Unified Communications.
- Certified in ITIL 4, with expertise in service lifecycle management.
- Excellent communication and presentation skills; confident in engaging senior stakeholders.
- Technically proficient in transmission, LAN/WAN, MPLS, DSL, and SD-WAN.
- Commercially astute with experience in P&L management and financial analysis.
- Agile practitioner with proven conflict resolution and vendor management skills.
- Desirable skills include sales experience, critical thinking, automation (Power BI, SQL, Python), and knowledge of new-age technologies.
- Holds certifications such as CCNA/CCNP, AWS Business Professional, Azure Fundamentals, and Prince2 Foundation.
- Fluent in English; additional EU or Asian language skills are a plus.
- Demonstrates leadership, adaptability, time management, and customer advocacy.
Not a perfect fit?
Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.
What's in it for you
- Opportunity to work with global enterprise clients across multiple regions.
- Exposure to cutting-edge telecom technologies and strategic customer success practices.
- Collaborative work environment with cross-functional teams and senior stakeholders.
- Career development through leadership, digitalisation, and innovation initiatives.
- Flexible work hours aligned with customer HQs across APAC, EU, and Americas.
What skills you will learn
- Advanced stakeholder management and strategic account handling.
- Telecom product expertise across multiple domains.
- Financial acumen including P&L analysis and budgeting.
- Agile methodologies and ITIL-based service lifecycle management.
- Automation and data analysis using tools like Power BI, SQL, and Python.
- Leadership and mentoring capabilities in customer service environments.
VOIS Equal Opportunity Employer Commitment
Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.
Join Us
At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
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