Customer Success Manager Milano

Customer Success Manager
Milano
Lombardia, Milano

Role purpose**:

This position is "all about the customer" relationship and account management within a country, by enhancing the customers' experience and increasing their loyalty to our services' proposition.

You'll have responsibility for in-country Service Management life cycle (ITIL V3), customer relationship and satisfaction of a dedicated accounts portfolio.

This means you'll be acting as of the Service trusted advisor and SPOC for customers' chooser, granting that the contracted Services will be operational within agreed plans and within the agreed SLAs and KPIs.

This means that you'll have full accountability against customer expectations by coordinating and keeping on hold all required stakeholders (Vodafone Way) for managing their deliverables and services.

By leveraging on the increased customer confidence and satisfaction (NPS), you'll be also engaged in the preliminary steps of customers business life cycle.

As a key actor of the "Service Continual Service Improvement", you'll conduct regular Service Reviews and manage escalations and SIPs or SDPs where appropriate and required.

It's a role with significant responsibility where you can make your mark here and there'll be every opportunity to succeed in other areas of Vodafone.

**Key accountabilities and decision ownership**:

- Identify upgrades and new services opportunities at account level

- Advise the account team for new services and engage with relevant owners

- Responsible for validating and, were required, for inputting into local country contract service elements (RFIs/RFPs)

- Responsible and accountable to follow up on customer surveys, NPS; accountable to conduct ad-hoc surveys if advised and required

- Establish the effective level of relationship with empowered customers stakeholders.

NPS track/build, customers meetings, service reviews, spending reviews, take part to innovation workshop, initiate SIPs or SPDs where appropriate or needed

- Consulting on the service wrap design as part of the solution offered to the portfolio allocated customers

- Overall assessment and dimensioning of Service Management customer needs.

- Consulting on customer-specific Service Catalogue creation and maintenance, where applicable and only for high demanding and value customers

- SLA negotiation with related accountable local and global departments if deviating from agreed levels.

**Short Description**:

**Core competencies, knowledge and experience**:

- C-level and complex relationship for Multinationals Corporations

- Confidence in working in International and matrix environment

- English fluency is mandatory,

- ITIL V3 or V2 foundation, practitioner (desirable)

- Understanding of issue management, operational/service fulfilment issues

- Customer relationship and NPS

- Good communications skill

- Team player, ability to work in an international and virtual team environment

- Self motivated, creative mind Customer-Obsessed

**Must have technical / professional qualifications**:

- Bachelor's degree

- 5+ years experience

- Previous Service Management Experience (preferred)

- ITIL v3 certification (optional), Cisco certification (optional)

Location: Milan, IT