Customer Care Manager

Job Description

As a Customer Care Manager (CCaM) 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. Functioning as the main point of contact for the customer, the CCaM manages all care service inquiries and, importantly, acts as the "Voice of the Customer" within Nokia. This involves proactively identifying and addressing customer pain points, advocating for their needs, and escalating issues as needed to ensure customer satisfaction. The role also demands availability during the customer's business hours, including during emergencies.

How You Will Contribute And What You Will Learn

How will you contribute and what will you learn:

Support of Care business, financials, and operations, including but not limited to the following activities:

Business Relationship:

• Customer Advocate: Act as the main point of contact, fostering trust and ensuring contractual commitments are met.
• Proactive Problem Solver: Manage emergencies, deliver timely resolutions and RCAs, and identify potential service impacts from environmental changes.
• Growth Driver: Understand customer business needs, identify opportunities for new services, and drive upsell initiatives.
  
  

Financial Management:

• Financial Performance: Manage the Care business to meet financial targets (revenue, cost, margin) through forecasting, monitoring, and analysis.
• Sales Support: Contribute to pre-sales and tendering processes for Care deals.
• Growth & Retention: Identify upselling opportunities and support Care contract renewals.
  
  

Operations Management:

• Contract & Data Management: Manage care contracts throughout their lifecycle, ensuring data quality in care tools and adherence to contractual obligations related to installed base accuracy and financials.
• Communication & Lifecycle Governance: Execute communication plans with stakeholders, provide timely end-of-support notifications to customers, and ensure proper product/software lifecycle governance.
• Service Delivery & Support: 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.
  
  

Key Skills And Experience

You Have:

• 5-8 years of experience in Customer Service, Project, or Technical Management within Telecommunications.
• 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.
• Knowledge of project management principles and experience managing complex projects.
• Proficient with CRM systems and Microsoft Office applications (Excel, PowerPoint, etc.).
  
  

It would be nice if you also had:

• Bachelor's degree in Telecommunications, Computer Science, Engineering, or a related field (Advanced degree preferred).
  
  

About Us

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.

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.

About The Team

As Nokia's growth engine, we create value for communication service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models. Our inclusive team of dreamers, doers and disruptors push the limits from impossible to possible.