SENIOR CUSTOMER SUCCESS MANAGER

Job details Role title.
Senior Customer Success Manager     Function.
CSM Department.
Service Management Reports to.
Senior Manager      Location.
Shanghai, China   What you’ll do Role purpose.
Responsible for ensuring Vodafone Business International (VBI) meets all of its Service Obligations to allocated Customers ensuring retention, profitable growth and customer satisfaction (NPS) in the area of service management and will be accountable for owning a complex delivery portfolio through the phases of a project lifecycle, from initial opportunity through to successful handover into business-as-usual operations in the field of project management.
Working in partnership with the Account Team to embed business relationships at senior level within our Customer base by developing and nurturing a key understanding of our Customers’ strategy and business model and translating that into VF accountability.
This on site role interfaces with Customers with a global presence at an executive level,   at a local level and global matrix management at an account level.
Maintaining key relationships into all functional teams within VF to deliver an exemplary service experience.
Key accountabilities and decision ownership- •    Day to day leadership of the Service capability aligned to nominated accounts and working collaboratively with account teams to own service relationship •    Operate at a strategic level, to establish and manage; budgets, deliverables, milestones and timescales for the portfolio to ensure all contractual obligations are met & portfolio benefits are measured; •    Create Project plans and schedules to support and track milestone delivery, using tasks, dependencies and timeframes, manage giovernance, and generate project reports to key stakeholders; •    Provides a senior point of interface and accountability for all aspects of service delivery and assurance to customers •    Lead best of breed continuous service improvement by ensuring the development and implementation of Service Development and / or Improvement Plans in collaboration with Customers and our OpCo’s, Partners and Affiliates.
•    Accountable for the delivery of all service metrics, in conjunction with local OpCo, Partner and Affiliates service fulfilment personnel, and the Global Account Manager   Who you are Core competencies, Knowledge and experience •     Customer obsessed, able to nurture and manage deep customer relationships on all  levels •    Excellent ‘c’ level communication, stakeholder, influencing and relationship skills •    Lead a matrixed virtual team of Service Management resources to deliver on the account plan through a matrix management structure.
Responsible for all the service aspects of the Account ensuring that Vodafone delivers on its service commitments to the Customer •    Deep knowledge of technologies across all of telecommunications •    Self-starter – must be proactive, initiate and drive work streams, able to operate independently and take the initiative.
Must have technical / professional qualifications.
•    ITIL V3/V4- desirable •    Track record of global service delivery for global/international enterprise accounts  •    Current PRINCE2 Foundation & Practitioner - desirable •    Other Project Management methodology certifications such as PMI, PMP.
Not a perfect fit? Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All 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 apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
What's in it for you We want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you.
There are lots of ways we support this, including hybrid working and generous parental leave.
You'll also get four Spirit Days a year to focus on your personal development and wellbeing, plus a host of other great benefits too.
Who we are You may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa.
But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.
As part of our global family, whether that's Vodafone, Vodacom or _VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation.
We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices.
We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.
Together we can.
Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded.
We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business.
We actively encourage everyone to consider becoming a part of our journey.