Customer Success Manager-Deputy Manager-Bangalore

## 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.

#VOIS #BeUnrivalled #CreateTheFuture

## About this Role

We are seeking an experienced customer success professional to manage strategic, high-value global enterprise customers and ensure long-term retention, satisfaction, and service adoption. This role focuses on building trusted partnerships with senior customer stakeholders, proactively managing service performance, and driving commercial outcomes across Vodafone Business B2B portfolios. The individual will act as the primary escalation owner, advocate for the customer internally, and a strategic advisor externally, balancing customer outcomes with financial sustainability.

## What you will do

• Own end-to-end customer relationships for Standard and Enhanced Global Enterprise customers with high commercial value.
• Act as the primary point of contact for senior customer stakeholders, representing Vodafone in strategic, operational, and escalation discussions.
• Drive customer satisfaction strategies, including Net Promoter Score (NPS), retention, and churn mitigation.
• Oversee contractual obligations and coordinate internal operational teams to deliver consistent, high-quality service.
• Analyse service and performance data to identify improvement opportunities and ensure service continuity.
• Identify and enable cross-sell and up-sell opportunities aligned with customer growth and business expansion.
• Manage customer issues proactively, taking full ownership through to resolution.
• Support customers with digitalisation initiatives to improve efficiency and reduce manual processes.
• Collaborate with internal and external partners, including vendors and carriers, to deliver customer outcomes.
• Contribute to account profitability through financial awareness and effective P&L understanding.

## Who you are

• An experienced customer success professional with extensive exposure to international, customer-facing roles.
• Knowledgeable in at least one core telecom product area such as connectivity, mobility, cloud, cybersecurity, IoT, or unified communications.
• Confident engaging senior customer stakeholders with clear, inclusive, and professional communication.
• Comfortable influencing across cross-functional teams to deliver shared outcomes.
• Experienced in service lifecycle management and operational frameworks, including ITIL practices.
• Commercially aware, with the ability to understand account profitability and revenue drivers.
• Calm, empathetic, and solutions-focused when managing customer concerns and conflict situations.
• Adaptable, collaborative, and comfortable working in dynamic, customer-driven environments.

## 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

• Exposure to complex, global enterprise customer environments.
• Opportunities to influence strategic customer outcomes and business growth.
• Collaboration with diverse, cross-functional teams across markets.
• A role that blends customer impact, technology, and commercial responsibility.

## What skills you will learn

• Advanced stakeholder management at senior leadership levels.
• Strategic account and service performance management.
• Commercial decision-making linked to customer outcomes.
• Application of best-in-class customer success frameworks in a global context.

## 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.

## Alert

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## Follow us on social media and #StayConnected

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