Service Management Executive

Vodafone

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

What you’ll do

At Vodafone Business Technology Solutions (VBTS), our Customer Success Managers are the customer-facing leaders who are responsible for the following objectives:

• Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
• Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team
• Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings
• Maintain existing customer-success metrics and data as directed

Responsibilities:

• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
• Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals
• Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables
• Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings
• Prepare documentation or visuals of performance for client; analyze trends NPS scores to identify areas for improvement
• Work with sales and marketing teams to boost customer referrals and develop case studies
• Engage in special projects, events, and campaigns
• Manage customer feedback and postmortems

Who you are

What we are looking for:

• 8-10 years of experience in communications, customer success management
• Strong skills in verbal and written communications, strategic planning, and project management
• Analytical and process-oriented mindset
• Ability to work effectively across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Experience creating KPI reports for both technical and non-technical audiences

What You’ll Bring

• Bachelor's degree in Business Management, IT, or other related field
• A minimum of 10 years of experience in a technical multi-discipline management
• Experience of working within the customer-faced service management area
• Performs well in multi-projects, fast-paced environments and adapts changes rapidly
• Proven ability to build strong relationships with other business areas, stakeholder management
• Perform, think and lead well under pressure
• A calm, considered approach with exceptional communication skills
• Digital adapting – ability to adopt and adapt quickly to new technology and systems
• Seizing opportunities in the field of managed services
• A good enterprise infrastructure (Data, Voice, Security, Cloud) understanding - Cloud knowledge is a definite plus
• Good knowledge of MS Office
• Able to communicate, read, and write effectively in the English language

Not a perfect fit? Worried that you don’t meet all the desired criteria exactly? At Vodafone, we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate.