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 document a comprehensive customer-specific playbook including a journey map, success and communication plan, de-escalation process, and engagement plan.
• Identify and address key customer metrics to prevent churn or dissatisfaction, and drive customer growth through positive outcomes.
• Onboard new customer personnel, ensuring they understand the pre-defined journey, product features, and collaborate on the playbook.
• Support engineering, PLM, and presales teams during new product/service introductions, ensuring a smooth transition to professional services and support.
• Assist customers in early Time To Value (TTV) and optimal product/feature adoption.

Requirements

• 7+ years of past experience in Customer Success and support, preferably in the networking industry.
• Strong knowledge of Long-haul, Metro, Access, and Mobile technologies, with experience supporting content providers 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.
• A Bachelor’s degree preferred, but candidates with significant technical and customer service experience will also be considered.
• Persuasive communication skills, comfortable communicating at both operational and engineering levels.

Qualifications

• Must possess a strong technical background and a passion for helping customers.

Skills

• Customer Success certifications are a plus.

Benefits

At Nokia, we offer:

• Corporate Retirement Savings Plan
• Health and dental benefits
• Short-term and long-term disability coverage
• 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

Note: The above benefits exclude students. For more information on our benefits, visit the job info section.

Pay

The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia.

Schedule

We are committed to a culture of inclusion built upon our core value of respect. If you're interested in this role but don't meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.