Join our dynamic Customer Care Management team as a Customer Care Lead (CCL), where you will be the key advocate for our customers in North America. In a hybrid work environment, you’ll collaborate closely with cross-functional teams to oversee the entire lifecycle of Care service delivery, including case handling, emergency support, and training. You’ll proactively identify customer pain points and ensure their needs are met while balancing contractual and budgetary constraints.

Enjoy a culture that values continuous professional development and a strong team spirit, with opportunities to enhance your leadership skills. Your role is vital to achieving customer satisfaction and loyalty, as you act as the "Voice of the Customer." Flexibility is key, as you’ll be available during business hours and emergencies. Benefits also include competitive compensation and a stimulating work environment that fosters innovation and teamwork. Let's create exceptional customer experiences together!

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

Serve as the primary point of contact for customers, building trust and ensuring all contractual commitments are fulfilled.
Lead emergency response efforts, delivering quick resolutions and root cause analyses while assessing potential service impacts.
Gain a deep understanding of customers' business needs to uncover upselling opportunities for new services.
Manage and optimize the Care business to achieve financial targets through effective forecasting, monitoring, and analysis.
Contribute actively to pre-sales and tendering processes, showcasing the value of Care solutions.
Ensure accurate lifecycle management of Care contracts, maintaining data integrity in tools, and adhering to financial obligations.
Execute effective communication plans, providing timely notifications on end-of-support and ensuring compliance with product lifecycle governance.
Oversee customer onboarding and service delivery, ensuring SLAs are met and offering 24/7 emergency support when necessary.

You Have:

Bachelor's degree in Engineering, Business Administration, or related field
7-10 years of experience in Customer Service, Project, or Technical Management within Telecommunications
English proficiency
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

It would be nice if you also had:

Project Management Professional certification or equivalent
Proficient with CRM systems and Microsoft Office applications (Excel, PowerPoint, etc.)

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.