Customer Success Manager

Why work for us:At Vodafone, we’re working hard to build a better future A more connected, more inclusive, and more sustainable world. We believe technology is only as powerful as the people using it to create a better tomorrow.Role PurposeThe overall purpose of the Customer Success Manager is to monitor and improve the experience and engagement of our customers with our VB products and services.To provide continuous proactive support to our customers and work closely with a range of internal stakeholders – a/c managers, solution sales teams, digital sales teams, delivery, product, care and partners to ensure best in class support experiences that enable retention.Essence of Role – Key Accountabilities:Monthly Service Performance Reporting (Incident, Service request, Change management, Problem Management)Service Support Escalations (incl. via relevant service partners)Service Improvement Plans – Proactive & Reactive Following a major or significant event where the Major Incident Review/Change Incident review has identified a significant failing within the Vodafone service or when requested by the customer or raised during a customer survey.General In-Life Service / Contract GovernanceOutbound Product & Service adoption & utilization supportOutbound Post-setup/first-bill hyper-careOutbound Proactive health-checksOutbound Digital Portal & Tools adoption ( VBOL etc.)Maintain and continuously improve our Customer Success / ITSM tools and MetricsWe Are Looking For You, If You Have:EssentialAbility to effectively communicate with customers and internal teams.Ability to be patient and helpful to build strong relationships.Ability to handle dissatisfied customers and to de-escalate difficult situationsUnderstanding of fixed, mobile and UC solutions setsExcellent communications and presentation skillsAbility to project confidence to build trust and lead customers to the most suitable solutionHave a natural curiosity and be willing to acquire new skills and knowledge.Must be a self-starter and be able to stay motivated.DesirableKnowledge of Sales, Ordering, Delivery, Support and Billing functions.Who we are:Vodafone is pioneering Ireland's gigabit society. We are Ireland's leading total communications provider offering products and services make a real impact in the lives and communities of our customers.As part of Vodafone Group, we are part of the world's largest mobile community with a presence across all five continents.We’re at the forefront of innovation in Ireland. From delivering Gigabit speeds which offers the fastest game play for gamers, or helping people work from anywhere in the country, the work we do is at the cutting edge of technology and is constantly evolving.Our purpose is to connect for a better future, and this is made possible by our people. No matter what your background, career stage or interests, we have opportunities across all areas of the business, which will help you explore and unlock your full potential.You will get to work in a fantastic environment where diversity and difference is valued, flexible working is the norm and you’ll get to play a role in delivering Ireland’s Gigabit Society!Our people are at the centre of everything we do. We employ approximately 1,300 people in Dublin and across our network of retail stores in Ireland. Our aim is to ensure each employee has the opportunity to innovate, to be challenged and to be rewarded. We are dynamic in everything we do, including our approach to training, development, performance management and flexible benefits.Vodafone is committed to support LGBT+ people at work.We are an equal opportunities employer where our people can be at their best.When choosing us……….When you join the Vodafone Team, you will have the chance to grow your career while also experiencing some serious benefits!Some of the benefits that you will receive along the way are:Competitive SalaryFlexible working (times and location) is part of our culture where your hours can facilitate your personal work-life balanceGenerous Employer Pension contributionFree Phone Bill – When you join the team, your phone bill is on us! You will also receive mobile phone purchasing discountsLearning and Development – We provide extensive training to all of our employees so they can progress in their careers! There is also the Vodafone University where our employees can gain incredible skills!Exclusive Family and Friends Discounts – Receive additional discounts for you, your Family and Friends on Vodafone Products!23 days annual leave and 3 charity days off – PLUS a dedicated day off for your birthdayFree Parking Access to our Wellness centre including free access to our Gym,health and wellness centre and external PractitionersLong DescriptionWe are passionate about our employees! Here at Vodafone we want you to bring your whole self to work and we enable this with our progressive workplace policies. We are proud supporters of the LGBTQ+ community and Vodafone is committed to support all of their employees at work. We are an equal opportunities employers where our people can be at their best.When you combine Technology and the human spirit, anything is possible. And when you join Vodafone, we’ll help you shape a rewarding career that gives back in more ways than one. It starts here. It starts with you.