Customer Care Manager

Nokia • Bellevue, WA

287d

About The Position

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.

Requirements

• 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.).

Nice To Haves

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

Responsibilities

• Act as the main point of contact, fostering trust and ensuring contractual commitments are met.
• Manage emergencies, deliver timely resolutions and root cause analyses, and identify potential service impacts from environmental changes.
• Understand customer business needs, identify opportunities for new services, and drive upsell initiatives.
• Manage the Care business to meet financial targets (revenue, cost, margin) through forecasting, monitoring, and analysis.
• Contribute to pre-sales and tendering processes for Care deals.
• Identify upselling opportunities and support Care contract renewals.
• Manage care contracts throughout their lifecycle, ensuring data quality in care tools and adherence to contractual obligations related to installed base accuracy and financials.
• Execute communication plans with stakeholders, provide timely end-of-support notifications to customers, and ensure proper product/software lifecycle governance.
• Manage customer onboarding, participate in delivery-to-care handovers, and deliver care services according to SLAs, including providing 24x7 emergency support when necessary.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Industry: Computer and Electronic Product Manufacturing
• Education Level: Bachelor's degree