Customer Success Program Manager

The Customer Success Program Manager is accountable for the end-to-end success of assigned customer programs, operational services, and support engagements across a defined product and service scope. The role leads cross-functional and geographically dispersed teams from initiation through completion; establishes program goals aligned with customer objectives and Nokia strategy; manages scope, cost, schedule, quality, risk, opportunities, and contractual commitments; and ensures exceptional customer satisfaction, financial performance, health and safety, and operational delivery.

The successful candidate acts as the customer's trusted advisor and coordinates R&D, Product Line Management, Technical Support, Quality, Supply Chain, Logistics, Professional Services, Sales, and Account Management to achieve rapid issue resolution, proactive risk mitigation, and continuous improvement.

• Strategic Customer Leadership:
  Serve as the primary advocate, executive-facing representative, trusted advisor, and single point of accountability for the hyperscale customer; build relationships across operational, engineering, architecture, procurement, and executive organizations; understand customer objectives and drive a proactive white-glove experience.
• Technical Leadership and Escalation Management:
  Lead complex, high-severity escalations across software, hardware, IP networking, optical transport, cloud infrastructure, network management, logistics, and operational processes; coordinate investigation and resolution, challenge assumptions, close technical gaps, and maintain ownership through completion.
• Root Cause, Quality, and Engineering Engagement:
  Connect customer engineering teams with Nokia R&D, Product Line Management, Quality, and Technical Support; drive root cause analysis, corrective actions, lab replication, defect validation, feature prioritization, reliability improvements, and incorporation of field experience into product and service plans.
• Program and Project Management:
  Manage concurrent deployments, upgrades, hardware replacement programs, quality initiatives, reliability programs, and service improvement projects; maintain integrated plans, milestones, action registers, resources, dependencies, risks, communications, and executive status reporting.
• Contract, Financial, and Delivery Performance:
  Control scope, schedule, cost, quality, profitability, forecasts, contractual commitments, acceptance, claims, changes, handovers, and closure; align delivery with Nokia governance and identify appropriate renewal or expansion opportunities.
• Cross-Functional and Virtual Team Leadership:
  Lead geographically dispersed teams without direct authority; align engineering, support, operations, quality, supply chain, logistics, professional services, sales, and account management; assign and track actions, resolve conflicts, remove barriers, and drive accountability and urgency.
• Operational Excellence and Governance:
  Conduct operational reviews, business reviews, governance meetings, and program checkpoints; monitor contractual KPIs, service performance, case trends, escalation metrics, customer satisfaction, and corrective-action effectiveness; ensure program data, risks, opportunities, and decisions remain current.
• Risk Management and Continuous Improvement:
  Identify delivery, technical, operational, commercial, and customer-experience risks; implement mitigation plans, address recurring issues, apply lessons learned and best practices, and develop customer success plans that improve reliability, efficiency, quality, and measurable business outcomes.
• Executive and Customer Communications:
  Deliver concise, actionable incident updates, executive briefings, status reports, operational and business reviews,…