What you’ll do

 

Role Purpose

This role offers an exciting opportunity to delight customers by enabling a quality service for critical enterprise at a local, national and multinational level. The Customer Success Manager has dedicated Large Enterprise accounts and leads the end-to-end experience for these customers across all aspects of the Vodafone service. The Customer Success Manager ensures an optimal customer experience with Vodafone by advocating for the customer across operational issues, change management and transformation.Essence of Role – Key Accountabilities:

 

Develop and maintain strong relationships with dedicated customer accountsAccount Governanceo weekly check-ins on operational activitieso leading a monthly Service Review to analyse service quality and performanceDriving a formal customer-led monthly assessment of satisfaction across all aspects of the service.Obtaining alignment on an Improvement Plan for any areas that are not satisfactory.Representing the Voice of the Customer in Vodafone across issues, escalations, change management, transformation initiatives with internal stakeholder groups.Developing a deep knowledge of the customer to enable opportunities to be proactively identified to support their business needsProviding more digital and self-serve customer experiences by onboarding customers to new Vodafone solutionsWho we are looking for

 

Essential

Customer Centricity – a passion for driving optimal customer outcomesProblem-Solving expertise, including identifying root cause and the required corrective action to prevent the reoccurrence of issues; proven ability to manage high pressure and challenging issues effectivelyStakeholder Relationship Management – demonstrated capability to build trusted and enduring working relationships with customers and internal business partnersInfluencing – track record of obtaining buy-in from senior stakeholders on initiatives to drive customer experience improvements.Communication – skilled at providing clear, timely and concise communication that meets customer needsProcess Improvement – expertise in driving process improvements that address customer experience issuesWhen choosing us:

 

When you join the Vodafone Team, you will have the chance to grow your career while also experiencing some serious benefits!

Some of the benefits that you will receive along the way are:

Competitive SalaryFlexible working (times and location) is part of our culture where your hours can facilitate your personal work-life balanceGenerous Employer Pension contributionFree Phone Bill – When you join the team, your phone bill is on us! You will also receive mobile phone purchasing discountsLearning and Development – We provide extensive training to all of our employees so they can progress in their careers! There is also the Vodafone University where our employees can gain incredible skills!Exclusive Family and Friends Discounts – Receive additional discounts for you, your Family and Friends on Vodafone Products!23 days annual leave and 3 charity days off – PLUS a dedicated day off for your birthdayAccess to our Wellness centre including free access to our Gym, health and wellness centre and external practitionersWe are passionate about our employees! Here at Vodafone we want you to bring your whole self to work and we enable this with our progressive workplace policies. We are proud supporters of the LGBTQ+ community and Vodafone is committed to support all of their employees at work. We are an equal opportunities employers where our people can be at their best.When you combine Technology and the human spirit, anything is possible. And when you join Vodafone, we’ll help you shape a rewarding career that gives back in more ways than one. It starts here. It starts with you. 
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