Optical Customer Success Engineer

About the role

Nokia Optical Customer Success Engineers (CSEs) are based locally to serve customers directly, providing expert support and acting as proactive advisors.

Responsibilities

• Cultivate and foster customer relationships, gaining deep insights into customer operations, engineering, and management personnel.
• Act as the primary point of contact and liaison between the customer and Infinera services and support.
• Facilitate "White Glove" Customer Service and Support Delivery, becoming the customer's "Voice" by capturing feedback and performance metrics.
• Develop and operationalize a comprehensive customer-specific playbook that includes a journey map, success and communication plan, de-escalation process, and engagement plan.
• Identify, track, and drive continuous improvement for key customer metrics to prevent churn or dissatisfaction.
• Create custom reporting for customer programs, focusing on services performance, product quality, and overall customer health.
• Drive customer growth through proven positive outcomes and collaborate with engineering, PLM, and presales teams during new product/service introductions.
• Onboard new customer personnel, ensuring a thorough understanding of the pre-defined journey, product, and features, and collaboratively finalize the play book.
• Provide programmatic support during new product/service introductions, assisting customers in achieving optimal TTV and feature adoption.

Requirements

7+ years of past experience in Customer Success and support, specifically in the networking industry, with a strong background in Long-haul, Metro, Access, and Mobile technologies. Experience supporting content providers is a plus.

Self-motivated and goal-oriented, with a proven track record in White Glove delivery of services and support and customer onboarding.

Experience with Salesforce CRM, including the ability to create internal and customer-facing reports and graphs.

Preferred a B.S. degree, but candidates with demonstrable technical and customer service depth will also be considered.

Professional certification in Customer Success is a plus.

Qualifications

Passionate about helping customers and having a strong technical background.

Skills

• Strong communication skills, both written and verbal, suitable for operational and engineering levels.
• Ability to communicate professionally in written responses to emails, customer inquiries, and reports to the customer.
• Self-motivated and goal-oriented, with a proven track record in White Glove delivery of services and support and customer onboarding.
• Experience with Salesforce CRM, including the ability to create internal and customer-facing reports and graphs.
• Proven ability to develop and operationalize a comprehensive customer-specific playbook.
• Experience with continuous improvement for key customer metrics, preventing churn or customer dissatisfaction.
• Experience with creating custom reporting for customer programs, focusing on services performance, product quality, and overall customer health.
• Experience with programmatic support during new product/service introductions, assisting customers in achieving optimal TTV and feature adoption.
• Experience with onboarding new customer personnel, ensuring a thorough understanding of the pre-defined journey, product, and features, and collaboratively finalizing the play book.
• Experience with providing programmatic support during new product/service introductions, assisting customers in achieving optimal TTV and feature adoption.

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