Job DescriptionThe Customer Success Business Manager role is within our Cloud & Network Services (CNS) business group. CNS acts as an innovation engine for Nokia, spearheading the future of transformational businesses like SaaS, Enterprise Campus Edge and Network as Code while delivering software-driven, market-leading solutions in 5G core, autonomous operations, security, monetization and analytics. Nokia calls us to help grow the CSP business faster than the market and drive double-digit growth in the enterprise business. We are laser-focused on improving our competitiveness through continuous investment in technology leadership.The TeamThe Sales Engagement & Solutioning (SES) team comprises the identification of new businesses focusing on future technologies and the setting of sales strategies to develop new business opportunities. It contains driving of Nokia's solutions across business groups, positions and selling of Nokia's solutions to customers in coordination with sales and/or presales teams through a consultative selling approach. The team covers delivery of business consulting services (tactical & strategic business cases) with an inclusive customer engagement plan to maximise Nokia's portfolio adoption.How You Will Contribute And What You Will LearnCare Pre-sales & renewals SupportProvide pre-sales support to sales & presales teams and evaluate customers' care requirements;Maximize CARE standardization and position NSW CARE blueprint as the preferred operating model (SOW/SOC/ SLA);Analyze customer requirements & develop customized care solutions;Provide LOA support / governance to prevent CARE Revenue / Margin leakage;Checking End-of-Life information at the time of renewals and working with Product Management on securing Life Extender;Contribute to identification and creation of upsell opportunities;Monitor CARE contract expiry dates in the database and trigger timely renewals.Customer Success Execution SupportOversee CARE Sales / SM with the MU/GCBT Sales & Renewal Sales teams;Drive improvements in CARE margins;Ensure proper PO booking & invoicing with Order Management;Working with CAPM to understand reasons in case of QoQ deviations in revenue shortfall / cost over runs;Provide accurate financial forecast and financial internal reporting of CSN CARE Contracts;Ensure process and tool adherence with practice teams (e.g. KPI, SLA, CDB, IB);Work with Global Services (GS) - CARE market teams for cross Business Group matters;Track 3rd party contract expiration and issue supplier PO for renewals;Oversee CARE Contract execution in close collaboration with CARE PM team.Key Skills And ExperienceBachelor's or Master's degree in Engineering or any related area;Experience in pre-sales support and creating offers for multi-projects, services and end-to-end solutions;Experience with direct interface with customers and development teams, while actively supporting customer engagement;Experience interpreting internal and external business challenges and recommending best practices to improve products, processes and services;Excellent problem-solving skills based on sophisticated analytical thought and complex judgment;Experience leading functional teams or projects with moderate resource requirements, risk and complexity, handling day-to-day staff management issues, including resource management and allocation of work (nice to have).About Us Come create the technology that helps the world act togetherNokia 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 offerNokia 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 employerNokia has received the following recognitions for its commitment to inclusion & equality:One of the World's Most Ethical Companies by EthisphereGender-Equality Index by BloombergWorkplace Pride Global BenchmarkAt 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.
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