Lead - Customer Success Management-Senior Manager-Bangalore

About the role

We are seeking an experienced Customer Success leader to drive strategic relationships with Vodafone Business customers across Europe, the Americas and APAC. Based in Pune, this role will lead customer success activities for Global Enterprise accounts with contract values of approximately €10–40 million.

What you'll do

• Develop and implement Customer Success strategies that improve customer satisfaction, loyalty, retention and Net Promoter Score (NPS)
• Lead and mentor Customer Success professionals, establishing performance goals, service standards and competitive KPIs
• Develop bespoke customer SLAs, performance measures and scalable service propositions aligned with individual customer requirements
• Lead weekly and monthly service reviews, providing clear insight into product and service performance
• Manage complex customer escalations and coordinate timely resolution across operational and enabling teams

What you need

• 8–14 yrs of experience
• Customer success
• ITIL
• IoT
• Sales
• Telecom
• Cross-selling
• B.Tech or B.E. or Class 12 or B.Sc or BCA or MBA

Good to have

• Power BI
• SQL
• CCNP
• AWS
• Python
• Azure