Customer Success Manager

Nokia•Published 2 days ago•First seen 2 days ago

Maximize the success of our customers during the entire lifecycle of the Nokia solutions they are consuming and leverage the success of our installed base into a growing and profitable annuity business for Nokia.

Qualifications

Customer relationship skills, including with senior management (head of operations, senior procurement, head of engineering etc)
Business acumen in pipeline creation, conversion and forecasting
Experience in services / technical support business – selling, delivering and/or managing it
Capable of articulating value of Care services and other subscriptions
Understanding of Nokia Mobile Infrastructure & Network Infrastructure portfolio, in particular in term of value for the installed base
Teamwork and leadership skills – capable to drive efforts of people from different teams for realizing a common objective
Priority management : capable to handle multiple KPIs and priorities in parallel
10+ years experience in telecom sector
Fluent in Japanese and English (both written and spoken).

Responsibilities

Develop relationships with key customers stakeholders (procurement, operations) and partners to understand their needs, priorities, business challenges and sales cycles.
Define and implement upgrade strategy for installed base in partnership with the Service CM in BG’s and engage the Sales teams to implement the sales of the upgrades
Utilize business, market and customer insights to uncover opportunities for expansions and net new business. Direct any new business (non-CARE/subscription) leads to account managers.
Drive Customer lifetime value by defining the customer journey with Mobile Infrastructure & Network Infrastructure product/solutions teams and Service CM.
Maximize success, satisfaction and engagement of Mobile Infrastructure & Network Infrastructure installed base and leverage it to increase references.
Minimize the % of installed base swapping MI by competition
Maximize participation of installed base to the user groups
Support Market Leaders resolving issues impacting overall customer satisfaction

CARE and Other Renewals Sales

Drive CARE business Commercial discipline with an acute understanding of customer deal specifics, deal optimization strategies and execution plans to maximize top line and profitability.
Understand customer contracts and renewal deadlines. Proactively engage customers and negotiate CARE renewal opportunities and contract terms with the other stakeholders in a timely manner.
Identify programs for upsell & cross-sell of new CARE services opportunities, develop customer specific value propositions and drive execution plans to closure. multi-year pipeline that supports the continuous achievement of assigned quota(s) and adheres to key pipeline principles and ngCRM metrics (development, velocity, conversion, quality). Provide accurateorder intake forecast according to guidelines.
SaaS : Collect subscription fees from customers having adopted this new commercial model sold by sales team.