Optical Customer Success Engineer

Optical Customer Success Engineer

At Nokia, our Optical Customer Success Engineers (CSEs) are based in the same country as our customers, so they’re always close at hand to provide expert support. CSEs are subject‑matter experts and play an essential role in delivering top‑tier Technical Support services. They act as proactive advisors, recommending and helping to implement customer‑approved action plans, quickly identifying and resolving technical issues in collaboration with our Constant Care Team.

If you’re passionate about helping customers and have a strong technical background, the CSE role might be the perfect fit for you.

• Thoughtfully cultivate and foster customer relationships, developing an in‑depth understanding of the customer at both company and individual levels, including operational, engineering, and management personnel.
• Serve as the single point of contact and liaison between the customer and Nokia services and support.
• Responsible for the facilitation of “White Glove” Customer Service and Support Delivery.
• Become the customer’s “Voice”, capturing real‑time feedback, customer performance metrics, and advocating for the assigned customer within Nokia.
• Document and operationalize a methodical and proactive customer‑specific playbook comprising a customer journey map, a success and communication plan, a customer‑specific de‑escalation process, and a predefined, scheduled engagement plan.
• Identify, track, and facilitate continuous improvement for key customer metrics, eliminating the risk of churn or customer dissatisfaction.
• Develop custom reporting for customer programs including services performance, product quality, and overall customer health.
• Drive customer growth leveraged by proven and documented positive customer outcomes.
• Onboard new customer personnel, ensuring a thorough understanding of the predefined journey, product and features, introduction of key Nokia personnel, and collaborative finalization of the playbook.
• Partner with engineering, product, and presales teams during New Product/Services Introduction to provide programmatic support, ensuring a smooth transition to professional services and support, and helping the customer achieve early Time‑to‑Value.

• 7+ years of experience with Customer Success and support, in the networking industry, with strong knowledge of Long‑haul, Metro, Access, and Mobile technologies. Experience supporting content providers is a plus.
• Self‑motivated, goal‑oriented with a proven track record in White Glove delivery of services, support, and customer onboarding.
• Experience with Salesforce CRM, including creating internal and customer‑facing reports and graphs.
• Comfortable in a dynamic technical sales environment, possessing persuasive communication skills and professional written communication at operational and engineering levels.
• B.S. degree preferred; candidates with demonstrable technical and customer service depth will also be considered. Professional certification in Customer Success is a plus.

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 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.

• 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

Nokia is committed to a culture of inclusion built upon our core value of respect. Nokia is an equal‑opportunity employer and receives multiple recognitions for its commitment to inclusion and equality.