Senior Customer Success Manager

4 days ago

Singapore Vodafone Full time

**Description**:
Responsible for ensuring Vodafone Global Enterprise (VGE) 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**:

- 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

**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.

**Skills**:

- Dynamic Prioritisation and Multi Tasking
- Customer Journey Knowledge
- Ownership
- Coaching and Mentoring
- Building Rapport
- Communication
- Empathy
- Continuous Improvement
- Digital Enablement
- Customer Service /Resolution
- Project and Programme Management
- Relationship and Stakeholder Management
- Data Analytics and Insights
- Resilience
- Expert Advice
- Customer Centricity
- Contract Management
- Opportunity selling
- Service and Delivery Management

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