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- Be responsible for ensuring Vodafone Business meets all of its Service Obligations to an allocated customer and will mainly focus on Technical Post Sales as a Subject Matter Expert for service and operational issues. Experience as a Service Incident Manager or Service Desk Manager will be an added advantage.
- 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 Vodafone accountability.
- This role interfaces with a customer with a global presence at an executive level and at an account level, maintain key relationships with all functional teams within Vodafone by driving service improvements to deliver an exemplary service experience.
- Accountable for the delivery of all KPIs and service operational metrics contained in the service level agreements that are supported by our local Operating Companies (OpCo), Partners and Affiliates ensuring retention, profitable growth and customer satisfaction (Net Promoter Score).
- Deep Technical knowledge of technologies across all of telecommunication products such as Fixed and Cloud services with additional advantage in Mobile, UC and IOT
- Customer obsessed, able to nurture and manage deep customer relationships on all levels
- Excellent 'C' level communication, stakeholder , influencing and relationship skills
- Work with Service Operations 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
- Self-starter – must be proactive, initiate and drive work streams, able to operate independently and take the initiative.
Customer Success Manager-Technical - Shanghai, 中国 - Vodafone
描述
What you'll do
This role interfaces with a customer with a global presence at an executive level and at an account level, maintain key relationships with all functional teams within Vodafone by driving service improvements to deliver an exemplary service experience.
Who you are