NOKIA
Overview
At Nokia, our Optical Customer Success Engineers (CSEs) are based in the same country as our customers, so they’re always close at hand to provide expert support. CSEs are subject matter experts and play an essential role in Nokia's ability to provide top-tier Technical Support services. CSEs act as proactive advisors, offering recommendations and helping to implement customer-approved action plans. CSEs identify and resolve technical issues by working closely with our Constant Care Team. They provide customers with a dedicated, highly technical resource for all technical support issues and needs. If you’re passionate about helping customers and have a strong technical background, the CSE role might be the perfect fit for you.
Responsibilities
Thoughtfully cultivate and foster customer relationships, developing an in-depth understanding of the customer at both company and individual levels, including operational, engineering, and management personnel.
Serve as the single point of contact and liaison between customer and Infinera services and support.
Facilitate "White Glove" Customer Service and Support Delivery.
Become the customer\'s "Voice", including real-time capture of feedback, customer performance metrics, representing and advocating for the assigned customer within Infinera.
Document and operationalize a methodical and proactive customer-specific playbook comprising a customer journey map, a success and communication plan, a customer-specific de-escalation process, and a methodical pre-defined/scheduled engagement plan.
Identify, track, and facilitate continuous improvement for key customer metrics, eliminating risk of churn or customer dis-satisfaction.
Develop custom reporting for customer programs including services performance, product quality, and overall customer health.
Drive customer growth leveraging proven and documented positive customer outcomes.
Onboard new customer personnel ensuring a thorough understanding of the pre-defined journey, product and features, introduction of key Infinera personnel, and collaborative finalization of the play book.
Partner with engineering, PLM, and presales teams during New Product/Services Introduction to provide programmatic level support, ensuring a smooth transition to professional services and services and support. Work with pre-production teams to assist the customer in early Time To Value (TTV) and optimal Product / Feature adoption.
You have
7+ years past experience with Customer Success and support in the networking industry and strong knowledge of Long-haul, Metro, Access and Mobile technologies. Experience supporting content providers is a plus.
Self-motivated, goal oriented with a proven track record in White Glove delivery of services and support and customer onboarding.
Experience with Salesforce CRM, including ability to create internal and customer-facing reports and graphs.
Comfortable in the dynamic atmosphere of a technical sales organization. Persuasive communication skills and the ability to communicate professionally in written responses to emails, customer inquiries, and when submitting reports to the customer at both operational and engineering levels.
B.S. degree preferred; candidates with demonstrable technical & customer service depth will be considered. Professional certification in Customer Success is a plus.
DCN2025
What we offer Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world. We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work.
Benefits Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.
Nokia is committed to inclusion and is an equal opportunity employer. Nokia has received recognitions for its commitment to inclusion & equality:
One of the World\'s Most Ethical Companies by Ethisphere
Gender-Equality Index by Bloomberg
Workplace Pride Global Benchmark
At Nokia, we act inclusively and respect the uniqueness of people. Nokia\'s employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect. Join us and be part of a company where you will feel included and empowered to succeed.
Additional Information US/Canada Nokia offers a comprehensive benefits package that includes but is not limited to:
Corporate Retirement Savings Plan
Health and dental benefits
Short-term disability, and long-term disability
Life insurance, and AD&D - Company paid 2x base pay
Optional or Supplemental life and AD&D insurance (Employee/Spouse/Child)
Paid time off for holidays and vacation
Employee Stock Purchase Plan
Tuition Assistance Plan
Adoption assistance
Employee Assistance Program/Work Life Resource Program
The above benefits exclude students.
Disclaimer for US/Canada
Nokia Maintains broad annual base salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, and with consideration to internal peer equity. (Check the salary ranges in the job info section for this role)
All North America job posts will post for a minimum of 7 calendar days and up to 180 days or until candidate/s identified.
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Responsibilities
Thoughtfully cultivate and foster customer relationships, developing an in-depth understanding of the customer at both company and individual levels, including operational, engineering, and management personnel.
Serve as the single point of contact and liaison between customer and Infinera services and support.
Facilitate "White Glove" Customer Service and Support Delivery.
Become the customer\'s "Voice", including real-time capture of feedback, customer performance metrics, representing and advocating for the assigned customer within Infinera.
Document and operationalize a methodical and proactive customer-specific playbook comprising a customer journey map, a success and communication plan, a customer-specific de-escalation process, and a methodical pre-defined/scheduled engagement plan.
Identify, track, and facilitate continuous improvement for key customer metrics, eliminating risk of churn or customer dis-satisfaction.
Develop custom reporting for customer programs including services performance, product quality, and overall customer health.
Drive customer growth leveraging proven and documented positive customer outcomes.
Onboard new customer personnel ensuring a thorough understanding of the pre-defined journey, product and features, introduction of key Infinera personnel, and collaborative finalization of the play book.
Partner with engineering, PLM, and presales teams during New Product/Services Introduction to provide programmatic level support, ensuring a smooth transition to professional services and services and support. Work with pre-production teams to assist the customer in early Time To Value (TTV) and optimal Product / Feature adoption.
You have
7+ years past experience with Customer Success and support in the networking industry and strong knowledge of Long-haul, Metro, Access and Mobile technologies. Experience supporting content providers is a plus.
Self-motivated, goal oriented with a proven track record in White Glove delivery of services and support and customer onboarding.
Experience with Salesforce CRM, including ability to create internal and customer-facing reports and graphs.
Comfortable in the dynamic atmosphere of a technical sales organization. Persuasive communication skills and the ability to communicate professionally in written responses to emails, customer inquiries, and when submitting reports to the customer at both operational and engineering levels.
B.S. degree preferred; candidates with demonstrable technical & customer service depth will be considered. Professional certification in Customer Success is a plus.
DCN2025
What we offer Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world. We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work.
Benefits Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.
Nokia is committed to inclusion and is an equal opportunity employer. Nokia has received recognitions for its commitment to inclusion & equality:
One of the World\'s Most Ethical Companies by Ethisphere
Gender-Equality Index by Bloomberg
Workplace Pride Global Benchmark
At Nokia, we act inclusively and respect the uniqueness of people. Nokia\'s employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect. Join us and be part of a company where you will feel included and empowered to succeed.
Additional Information US/Canada Nokia offers a comprehensive benefits package that includes but is not limited to:
Corporate Retirement Savings Plan
Health and dental benefits
Short-term disability, and long-term disability
Life insurance, and AD&D - Company paid 2x base pay
Optional or Supplemental life and AD&D insurance (Employee/Spouse/Child)
Paid time off for holidays and vacation
Employee Stock Purchase Plan
Tuition Assistance Plan
Adoption assistance
Employee Assistance Program/Work Life Resource Program
The above benefits exclude students.
Disclaimer for US/Canada
Nokia Maintains broad annual base salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, and with consideration to internal peer equity. (Check the salary ranges in the job info section for this role)
All North America job posts will post for a minimum of 7 calendar days and up to 180 days or until candidate/s identified.
#J-18808-Ljbffr