It Hubs Customer Success Manager

IT Hubs Customer Success Manager

Location: Newbury or London + Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Mon to Fri

Hybrid

At Vodafone UK we believe that through collaboration and connection we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.

Who We Are

We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.

At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.

Be part of Vodafone Business UK, a team that are revolutionising how customers use technology and connectivity. With our extensive range of products and services, we help all kinds of organisations – from small, local businesses to multi-national corporations – unlocking the potential of new technologies, including 5G, AI and the Internet of Things (IoT).

What you’ll do

As an IT Hubs Customer Success Manager, you will be the conduit between inbound IT Hubs customers and territories that may currently be unoccupied by an IT Hubs franchise. Your primary responsibility will be to act as a Customer Success Account Manager, ensuring both the seamless transition of managed customers to new territories but also support in maximising revenue through cross sell and upsell initiatives. In addition, you will work with the IT Hubs project team to test and implement new products and processes to improve the overall franchise and customer experience.

Check out the link to find out more on IT Hubs - https://www.vodafone.co.uk/business/services/it-hubs

This role offers a unique chance for individuals with a technical background to gain valuable exposure to customers, cultivating relationships and understanding their needs, gaining sales and project experience along the way. Comprehensive training provided of platforms and how to execute responsibilities.

• Act as a conduit between inbound IT Hubs customers and territories that are yet to be occupied by a franchise.
• Identify and support cross sell and upsell strategies to maximise revenue.
• Utilise technical expertise to address customer inquiries and provide solutions.
• Proactively identify and address issues with managed customer base that necessitate intervention.
• Temporarily manage customers in challenging territories, ensuring service and customer satisfaction is exemplary.
• Collaborate with internal teams to facilitate the handover process and maintain customer loyalty.
• Participate in comprehensive training programs provided to enhance technical and customer management skills.

Who you are

• Previous experience in a Customer Success role within either the tech or telco industry.
• Ability to showcase exceptional communication and interpersonal skills, with demonstrable experience of managing both internal/external senior stakeholders.
• Proven ability to troubleshoot and resolve high level technical issues whether that be directly or navigating internal teams to request support.
• Commercial acumen with a focus on spotting cross sell and upsell opportunities to support the sales team.
• Ability to work within in a dynamic environment, with appreciation and understanding of managing key priorities accordingly.
• Previous experience working within sales is advantageous, with a view to move into a non-commission based ‘farming’ customer support and account based role.

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 we offer

We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies.

Together we can

Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.

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