Care (CAR) comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics, including first-level contact with customers for software and hardware incidents or requests. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.

 

Bachelor's degree in Engineering, Business Administration, or related field 7-10 years of experience in Customer Service, Project, or Technical Management within Telecommunications English proficiency (written and oral) Proven ability in contract and customer relationship management and service delivery Strong understanding of financial reporting and forecasting Excellent leadership, interpersonal, team, and vendor management skills

It would be nice if you also had:

Project Management Professional certification or equivalent Proficient with CRM systems and Microsoft Office applications (Excel, PowerPoint, PowerBI, PowerApps, etc.)

 

As a Customer Care Lead (CCL you will be responsible for the entire lifecycle of Care service delivery, encompassing services like Case Handling, Emergency Support, Customer Training, and Software Upgrades, all while adhering to contractual and budgetary constraints.  This includes, but is not limited to, the following:

Primarily working during NAM business hours. Act as the main point of contact, fostering trust and ensuring contractual commitments are met. Manage emergencies, deliver timely resolutions and RCAs, and identify potential service impacts from environmental changes. Understand customer business needs, identify opportunities for new services, and drive upsell initiatives. Manage the Care business to meet financial targets (revenue, cost, margin) through forecasting, monitoring, and analysis. Contribute to pre-sales and tendering processes for Care deals. Identify upselling opportunities and support Care contract renewals. Manage care contracts throughout their lifecycle, ensuring data quality in care tools and adherence to contractual obligations related to installed base accuracy and financials. Manage customer onboarding, participate in delivery-to-care handovers, and deliver care services according to SLAs, including providing 24x7 emergency support, when necessary, contract delivery management, entitlement management, KPI, and escalations.