Customer Success Manager

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.

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.

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).