Customer Success Manager Pa Lazio

Customer Success Manager Pa
Roma
Lazio, Lazio

Role purpose**: This position is "all about the customer" relationship and account management, by enhancing the customers' experience and increasing their loyalty to our services' proposition.

Precisely, this position is related to the service management of Public Sector customers.

You'll have responsibility for Service Management life cycle (ITIL V4), 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 Service Improvement Plans or Service Development Plans 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**: - Overall responsible of Customer in-life services; - Establish the effective level of relationship with empowered customers stakeholders.

Schedule and chair 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; - SLA negotiation with related accountable departments if deviating from agreed levels; - Identify upgrades and new services opportunities at customer level; - Advise the account team for new services and engage with relevant owners; - Responsible for validating and, were required, for inputting contract service elements (RFIs/RFPs).

**Core competencies, knowledge and experience**: - Experience in managing Framework Contracts (Convenzioni) and Framework Agreements (AQs) in the Public Sector; - Confidence in working in International and matrix environment; - Understanding of issue management, operational/service fulfilment issues; - Ability to create strong Customer relationship; - 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; - 10+ years experience in telecommunication environment; - Previous large experience in Service Management within the Public Sector; - Fluent English is valuable; - ITIL V4 or V3 foundation, practitioner (desirable) Based: Rome / Pozzuoli