Customer Success Manager London, England
Job description
Role Title: Customer Success Partner
Location: London, Paddington
Role Purpose...
This is a senior customer success management position accountable for ensuring Vodafone Global Enterprise meets and exceeds its service obligations to our high valued strategic accounts. Working alongside the Account Team to embed business relationships at the most senior level within our customer base by developing and nurturing a key understanding of our customer’s strategy and business model and translating that into accountabilities based on Vodafone’s capabilities. This role interfaces with external and internal Customers with a global presence at an Executive level, incorporating both direct line management at a local level and global matrix management at an account level.
- Ownership of the end-to-end contractual deliverables for Service and collaborative working with Account Teams to provide direction on the service relationship for nominated accounts provides a point of interface and accountability for all aspects of service delivery and assurance to customers and driving true partnership
- Provide Strategic leadership, day to day line management and individual performance reviews with team members underpinned by effective use of resources
- Lead best of breed ITIL compliant service improvement by ensuring the development and implementation of Service Development and / or Improvement Plans in collaboration with Customers and Vodafone OPAs (OpCo’s, Partner and Affiliates), whilst Go to Market propositions are fully funded by the customer and linked to overall profit and loss
- Ability to provide insights and trends within specific sectors and industries and consistently represents customer requirements with a drive for innovation
- Consistently represents customer requirements with a drive for innovation
- Ensure all members of the team deliver an exemplary level of customer service., whilst being responsible for the protection of existing revenues and identification of opportunities in support of the Account Plan
- Track record of experience of leading customer facing forums with experienced business influencer and customer advocate, driving change on behalf our customer
- Demonstrable people management and leadership skills across a wide range of levels of experience and expertise.
1. Curious about customers and demonstrates a deep insight into their way of thinking
2. Constantly thinks about future trends and growth strategies
3. Effectively translates and communicates ideas and requirements between internal and external parties
4. International – lived and worked abroad or worked in a service management role for 8+ years
- 28 days holiday (with the option to buy or sell 5 days) plus public holidays
- Hybrid working
- Pension matching scheme of up to 10%
- 5 paid days leave for charity projects
- Vodafone family and friends discount
- Interest free commuter loan
- Global parental leave policy for all new parents which includes 39 paid weeks of maternity leave and 16 weeks fully paid leave and upon returning to work, new parents can work part-time hours for 6 months whilst being paid their full-time salary
- Access to Vodafone University and LinkedIn Learning
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