Customer Success Manager

Ottawa, ON
  • Responsible for T-Mobile renewals and annuity business.
  • Drive the C&NS GBC CARE business management discipline with an acute understanding of customer deal specifics, deal optimization strategies and execution plan to maximize top line and profitability.  
  • Develop relationships with T-Mobile stakeholders (procurement, operations) and partners to understand their needs, priorities, business challenges and sales cycles. 
  • Understand customer contracts and renewal deadlines. Proactively engage customers and negotiate CARE renewal opportunities and contract terms with the other stakeholders in a timely manner. 
  • Maintain and leverage Customer Installed Base Database
  • Identify programs for upsell & cross-sell of new CARE services opportunities, develop customer specific value propositions and drive execution plans to closure. 
  • Define and implement upgrade strategy for C&NS installed base in partnership with the BU’s and engage the C&NS AM/Sales team to implement the sales of the upgrades. 
  • Utilize business, market and customer insights to uncover opportunities for expansions and net new business. Direct any new business (non-CARE/subscription) leads to C&NS account managers. 
  • Develop and maintain a strong multi-year pipeline that supports the continuous achievement of assigned quota(s) and adheres to key pipeline principles and CRM metrics (development, velocity, conversion, quality). Provide accurate order intake forecast according to guidelines. 
  • Collect subscription fees after initial SaaS sales.
  • Drive Customer lifetime value by defining the customer journey with C&NS product and solutions. 
  • Maximize success, satisfaction and engagement of C&NS installed base and leverage it to increase references. Minimize the % of installed base swapping C&NS by competition.


HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN

Responsible for T-Mobile renewals and annuity business.

  • Drive the C&NS GBC CARE business management discipline with an acute understanding of customer deal specifics, deal optimization strategies and execution plan to maximize top line and profitability.  
  • Develop relationships with T-Mobile stakeholders (procurement, operations) and partners to understand their needs, priorities, business challenges and sales cycles. 
  • Understand customer contracts and renewal deadlines. Proactively engage customers and negotiate CARE renewal opportunities and contract terms with the other stakeholders in a timely manner. 
  • Maintain and leverage Customer Installed Base Database
  • Identify programs for upsell & cross-sell of new CARE services opportunities, develop customer specific value propositions and drive execution plans to closure. 
  • Define and implement upgrade strategy for C&NS installed base in partnership with the BU’s and engage the C&NS AM/Sales team to implement the sales of the upgrades 
  • Utilize business, market and customer insights to uncover opportunities for expansions and net new business. Direct any new business (non-CARE/subscription) leads to C&NS account managers. 
  • Develop and maintain a strong multi-year pipeline that supports the continuous achievement of assigned quota(s) and adheres to key pipeline principles and sCRM metrics (development, velocity, conversion, quality). Provide accurate order intake forecast according to guidelines. 
  • Collect subscription fees after initial SaaS sales
  • Drive Customer lifetime value by defining the customer journey with C&NS product and solutions. 
  • Maximize success, satisfaction and engagement of C&NS installed base and leverage it to increase references. Minimize the % of installed base swapping C&NS by competition


KEY SKILLS AND EXPERIENCE

Desired Qualifications: (Education, Technical Skills/Knowledge)

Master degree

  • 10 years+ in experience in Telco Software business
  • 5 years + experience in Care or other type of annuity business
  • Proven track record as a people leader having managed teams both in solid and dotted line
  • High degree of independence with agreed policies, budgets.
  • High level of problem solving.
  • Develops new innovative approaches to problems.
  • Ensures immediate working environment encourages innovation.
  • Excellent verbal and written communication skills required. 
  • Strong interpersonal capabilities and customer intimacy. 
  • Creative ‘out of the box’ think
  • Exceptional work ethic, the ability to work independently, self-motivated, driven and a strong desire to succeed.


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.


Additional Information

US/Canada Nokia Offers a comprehensive benefits package that includes but is not limited to:

  • 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


The above benefits exclude students. All North America job posts will post for a minimum of 7 calendar days and up to 180 days or until candidate/s identified.


Degree Level: Bachelor's Degree

Job Schedule: Full time

Role Type: Individual contributor

US/Canada Salary Range: $110,180 - $204,620 Plus eligible for variable pay/incentive.


Disclaimer: Nokia Maintains broad annual base salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, and with consideration to internal peer equity.

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