Senior Customer Success Manager
At a glance
Senior Customer Success role at Vodafone. Shanghai.
Pay not stated
growthroles summary, based on the employer's posting.
What you'll do
- Lead service delivery for assigned accounts while coordinating closely with their account teams
- Act as the senior contact for service quality and organisational accountability
- Use agreed governance cycles to provide service performance measures
- Keep improving service operations as customer requirements change
- Find ways to strengthen customer experience and make operations more efficient
What you bring
- You build and maintain customer relationships with stakeholders at every level
- You can interpret performance information and explain its meaning clearly
- You understand enterprise technologies across telecommunications products and solutions
- You can run several workstreams independently and deliver service commitments through matrix management
- You hold WAN/LAN/Cloud certification and ITILV4 Service Management certification, or an equivalent
Who this fits
This role suits a senior customer success professional who can influence stakeholders, lead service plans, and own customer commitments without close supervision. The listed role profile places the position in Shenzhen, China and has it reporting to a Senior Manager, Customer Success.
From the employer
Role Profile
Role title: Senior Customer Success Manager
Function: Customer Success Management
Department: Vodafone Business International
Reports to: Senior Manager, Customer Success
Location: Shenzhen, China
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
Key accountabilities and decision ownership:
- Day to day leadership of the Service capability aligned to designated accounts and working collaboratively with account teams to own service relationship
- Provide a senior point of interface and accountability to ensure a high quality of service is provided by the Vodafone organisation
- Drive a culture of Continuous Service Improvement, ensuring evolving Customer needs are proactively addressed and operational excellence is sustained
- Accountable for providing service performance metrics in line with agreed governance schedules
- Identify and develop opportunities to enhance customer experience and improve operational efficiency
Who you are
Core competencies, knowledge and experience:
- Customer centric mindset, able to nurture and manage Customer relationships at all levels
- Excellent communication at senior level, stakeholder management and influencing skills
- Ability to analyse and present a range of performance data with context
- Possess a good knowledge of technologies across the Enterprise product portfolio
- Proactive, with the ability to lead and drive multiple work streams, operating independently and with initiative
- Deliver a Service Plan through a matrix management structure and responsible for all the service commitments to the customer
- Deep knowledge of technologies across all of telecommunications, products and solutiojns
Must have technical / professional qualifications:
- Good Technical Understanding of Telco Products and Services
- WAN/LAN/Cloud Certification
- ITILV4 Service Management certification or equivalent
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 for this role or another opportunity.
Who we are
We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.
Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.
Together we can.
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