The Customer Care Lead plays a vital role within the Services & Customer Support (S&C) Organization, ensuring the delivery of high-quality Care Software Services under the CARE maintenance contract. As the single point of contact for Care Services, you will champion customer needs and facilitate seamless case handling, emergency support, and software upgrades. Collaborating closely with cross-functional teams, you will drive innovation and process optimization while maintaining key performance indicators. The work environment is dynamic and focused on continuous learning, where your expertise will help shape strategic initiatives and enhance customer satisfaction. Join us to make a meaningful impact by delivering exceptional service and contributing to our mission of creating lasting customer and business value.
- Serve as the single point of contact for Care Services, ensuring alignment between customer needs and Nokia solutions.
- Deliver comprehensive Care services, including case handling, emergency support, training, and software upgrades on time and within budget.
- Oversee the entire Care contract lifecycle, managing handovers, entitlements, renewals, and service expansions effectively.
- Ensure data integrity across Care tools for accurate contract management and financial tracking.
- Facilitate customer onboarding and training to maximize the effective use of Nokia tools and services.
- Monitor and communicate KPIs, providing updates and reports to customers and stakeholders regularly.
- Lead the governance of product and software lifecycle, ensuring timely updates and alignment with sales initiatives.
- Analyze financial data to optimize service profitability, implementing corrective actions as necessary.
You have:
- 6-8 years of extensive relevant experience in leading customer support teams
- Track record of delivering against financial targets (Revenue, Cost, Sales Margin)
- Experience in meeting global and market KPIs consistently
- Deep knowledge of contract management and cost/revenue forecasting
It would be nice if you also had:
- Experience with Nokia's CARE service portfolio
- Proven ability to manage complex customer relationships at all levels
- Understanding of service lifecycle governance and software upgrades
- Familiarity with data analysis to optimize profitability and efficiency
Come create the technology that helps the world act together
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
What we offer
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 the following 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.
