Vodafone

Customer Success Manager – Deputy Manager

Vodafone

full-time

Posted on:

Location Type: Office

Location: Bangalore • India

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Tech Stack

CloudCyber SecurityIoTPythonSQL

About the role

  • Drive customer satisfaction, retention and experience, ensuring high Net Promoter Scores (NPS).
  • Manage end-to-end relationships with global enterprise customers across multiple regions and segments including multinational corporations and public sector organisations.
  • Act as the primary point of contact for all service-related discussions with senior customer decision-makers.
  • Oversee contract management, ensuring operational and enabling teams meet all obligations.
  • Analyse service performance, identify gaps, and drive continuous service improvements.
  • Lead monthly and quarterly customer service reviews, maintaining documentation and follow-up actions.
  • Manage service lifecycle across sell–build–run phases.
  • Guide various service and delivery teams in resolving escalations outside business-as-usual processes.
  • Maintain accurate customer and service inventories, updating reports and dashboards as required.
  • Identify opportunities for cross-selling, upselling, and plugging revenue leakages.
  • Support delivery teams in clearing on-hold orders and coordinating with cross‑functional teams.
  • Champion digitalisation by identifying areas where manual reporting can be automated.
  • Mentor and provide guidance to service management analysts.

Requirements

  • Experienced in customer‑facing international Customer Success roles (4+ years).
  • Skilled in telecom products such as Fixed Line, Mobility, Cybersecurity, SD-WAN, IoT, SaaS, MPN, Cloud and Unified Communications.
  • ITIL 4 certified with strong understanding of service lifecycle management.
  • An effective communicator able to engage confidently with senior customer stakeholders.
  • Technically sound in networking fundamentals (SDH, DWDM, MPLS, LAN/WAN, Internet, Fixed Voice, SD-WAN).
  • A collaborative influencer who can work across global teams and resolve conflicts.
  • Commercially aware with the ability to interpret P&L statements.
  • Proficient in data analysis to identify trends and enable decision-making.
  • Adaptable, resilient, and comfortable in dynamic customer environments.
  • Knowledge of automation tools such as Power BI, SQL or Python is beneficial.
  • Able to mentor others and demonstrate accountability, critical thinking, and strong organisational skills.
Benefits
  • Opportunity to work with global enterprise customers and develop deep expertise across telecom and digital services.
  • Exposure to senior-level stakeholder management and strategic customer engagement.
  • Experience in contract governance, service reviews, and P&L-linked decision-making.
  • Involvement in digital transformation initiatives and modernisation of service reporting.
  • Growth through collaboration with cross-functional teams across multiple countries.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successservice lifecycle managementdata analysisnetworking fundamentalstelecom productsautomation toolsSD-WANIoTSaaScloud
Soft Skills
effective communicatorcollaborative influenceradaptableresilientcritical thinkingstrong organisational skillsmentoringconflict resolutioncustomer engagementcommercial awareness
Certifications
ITIL 4