Care Program Manager

Job Description

Family Description

Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.

Subfamily Description

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.

How You Will Contribute And What You Will Learn

Maintain and enhance customer relationship. Understand the customer organization and know the key persons in the customer organization are, engage them as often as possible. Analyze the uses of the Care services on the customer side. Anticipate new customer demands, feed them to Technical Support Service lines and engage relevant stakeholders to address the demand Support the organization of the kickoff meeting with customers, internal meetings, customer services review meetings and ensure professional and consistent customer communication. Evaluate customer communication methods in use and implement improvements as needed. Coordinate or support customer surveys when required and execute agreed action based on survey result analysis. Communicate the progress to the customer as needed. Propose and implement changes to enhance customer satisfaction and delight. Coordinate and follow up activities related with Software and Hardware maintenance, repair and change management, to ensure the delivery of Care services as per existing plan and within agreed service levels, scope and approved cost budget. Provide data on Care performance and any other customer testimonial to sales team in defence of business value. Communicate with relevant stakeholders in case renewal milestones are at risk. Coordinate contract creation/maintenance, following on expiry dates of the contract, ensure proper contract closure. Apply service delivery continuation process and relevant safeguards post contract expiry (if service has to be delivered while contract renewal is under process) Execute the handover from Deploy and Sales, supporting the Deploy-Care and Sales-Care Handover to ensure all data relevant for the Care phase are handed over properly. Ensure complete, accurate & updated installed base data (along with location and software version) (CDB) at all times. Know how to use the automated NCIB reports for on air installed base information. Provide support to the customers on the various features and functionalities of Nokia product and services, including customer onboarding and service adoption, to achieve use of the full set of features and functionalities. Act as service consultant towards the customer. Contribute to continues service improvement. Support on the implementation of the management escalation process, Change and Claim management process. Support the upsell and cross sell process, reviewing and analyzing customer requirements for changes in current services or for new services, providing advise on the correct Care service to address customer challenges. Act as an advisor to the customer for new services. Manage Care revenue by closely follow through on customer PO and invoicing. Perform/Contribute to Care LE calculation and contribute to the LE accuracy. Implement Change and Claim management process, paying special attention to claims. Document and share best practices to avoid penalties and mitigate risks that can lead to penalties.

Key Skills And Experience

Impact

Impact is short-term through individual and team contributions. Scope is primarily within own subject area in a function/unit. Actions and errors impact on program, project or function. Provides measurable input into new products, processes, standards or operational plans in support of the organisation's business strategies, with some impact on business unit/ function overall results.

Scope & Contribution

Individual Contributor: Operates autonomously in own subject area. Can analyze, develop and implement concepts and solutions as a subject matter expert. Increased awareness of and involvement outside of own subject area. Distills big picture. Makes decisions about and prioritizes own work. Managerial/Supervisory: Clear managerial responsibilities for people. Typically first level of solid line management. Interprets policies. Ensures existing plans are put into operation. Executes and/or oversees processes to meet customer needs. Responsible for analysis, design & development of policies, plans, programs.

Innovation

Carries out specialised activities/projects according to general direction. Influences others to support decisions. Works mostly independently. Analyze situations or data that requires review of relevant factors. Solutions can often be checked and proved. Demonstrates success in multiple roles and is adaptable to manage complex changing business environments.

Communication

Communicates with parties within and outside of own job function and teams, and typically has responsibilities for communicating with parties external to the organisation, which may include customers or vendors.Works to influence others to accept job function’s view/practices and agree/accept new concepts, practices, and approaches.Has cross-cultural knowledge and global mindset Requires ability to communicate with executive leadership regarding matters of significant importance to the organisation. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues.

Knowledge & Experience

Management Experience / Achieved well-advanced skills of a specific professional discipline combining deep knowledge of theory and organisational practice or expertise. Recognised expert in their field (depth & breadth). Typically requires 5-8 years extensive relevant experience and/or a graduate / postgraduate equivalent degree.

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.