Customer Success Manager

3 days ago

Fatih, Istanbul, Turkey Vodafone Full time
What You'll Do

At Vodafone Business Technology Solutions (VBTS), our Customer Success Managers are the customer-facing leaders responsible for the following objectives:
  • Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction.
  • Establish relationships as a trusted and strategic advisor to ensure the continued value of our products and services.
  • Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team.
  • Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings.
  • Maintain existing customer-success metrics and data as directed.
Responsibilities:
  • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
  • Review the customer journey, determine how it's supported, and use a consultative approach to help clients overcome issues and achieve their goals.
  • Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables.
  • Collaborate, problem-solve, and strategize with team members on upcoming client meetings.
  • Prepare documentation or visuals of performance for clients; analyze trends NPS scores to identify areas for improvement.
  • Work with sales and marketing teams to boost customer referrals and develop case studies.
  • Engage in special projects, events, and campaigns.
  • Manage customer feedback and postmortems.
Who You Are:
  • 10-15 years of experience in communications, customer success management.
  • Strong skills in verbal and written communications, strategic planning, and project management.
  • Analytical and process-oriented mindset.
  • Ability to work effectively across multiple departments in a deadline-driven environment.
  • Active team player, self-starter, and multitasker who can quickly adjust priorities.
  • Experience creating KPI reports for both technical and non-technical audiences.
What You'll Bring:
  • Bachelor's degree in Business Management, IT, or other related field.
  • A minimum of 10 years of experience in a technical multi-discipline management role.
  • Experience working within the customer-facing service management area.
  • Performs well in a multi-project, fast-paced environment and adapts to changes rapidly.
  • Proven ability to build strong relationships with other business areas and stakeholder management.
  • Ability to perform, think, and lead well under pressure.
  • A calm, considered approach with exceptional communication skills.
  • Digital adaptation – ability to adopt and adapt quickly to new technology and systems.
  • Seizing opportunities in the field of managed services.
  • A good understanding of enterprise infrastructure (Data, Voice, Security, Cloud) - Cloud knowledge is a definite plus.
  • Good knowledge of MS Office.
  • Able to communicate, read, and write effectively in the English language.
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:
  • Vflexy: Flexible Benefits Program.
  • Hybrid working kit.
  • Ergonomic kit allowance.
  • Digital meal voucher.
  • Flexible transportation allowance.
  • Employee assistance hotline & counseling.
  • Comprehensive and flexible private health insurance.
  • Discounted price deals for a wide range of products & services.
Plus, plenty more to enjoy

Data Privacy

By applying for this job, you accept the Vodafone Privacy Policy. Please visit the Privacy Policy web page at Privacy Policy for further details.
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