Customer Success Manager-Deputy Manager-Bangalore

About this role

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Skills you'll use

What you'll do

• 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.

Who can apply

• 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.

About Vodafone Intelligent Solutions (VOIS)

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