customer success manager Dallas, TX
Job description
Come create the technology that helps the world act together
We are a B2B technology innovation leader pioneering the future where networks meet cloud.
At Nokia you will have a positive impact on people's lives and help build the capabilities needed for a more productive, sustainable, and accessible world.
Be part of a culture built on an inclusive way of working where we are open to your ideas, you are empowered to take risks and are encouraged to be fearless in bringing your authentic self to work.
Network Infrastructure
The pandemic has highlighted how important telecoms networks are to society. Nokia's Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise.
The team you will be a part of
Nokia's Network Infrastructure (NI) group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our resourceful, innovation, and technical expertise.
The Nokia NI Fixed Networks CARE Services organization seeks motivated, responsible, high-caliber engineers who like to know how things work and who love solving problems. As a Nokia Customer Success Engineer, you would provide direct customer relationship management and remote technical support for North America's technologically diverse and rapidly evolving customers.
As a part of the CARE organization, you will collaborate with and learn from technical engineering professionals and product experts across multiple technology domains such as XGS-PON, Wi-Fi, Fixed Wireless Access, Software Defined Access Networks, and Access Management Systems. You will be able to work with a range of customers from major Tier 1 US and Canadian carriers to local/regional Tier 3 providers bringing services to millions.
What you will learn and contribute to
As part of the team, you will:
As a Customer Success Engineer, you will provide post-sales technical guidance to our client base. Working directly with customers and supported by the entire CARE community of specialized experts. You will represent the Nokia Fixed Networks products and solutions and establish and maintain strong relationships throughout the customer's technical support lifecycle.
- Serve as the primary CARE engineering resource for Nokia NI-Fixed Networks customers. Provide timely interaction with customers and internal teams requesting support and managing Incidents/Outages within defined customer SLAs. Troubleshoot network/product faults and provide restorative action recommendations independently
- Take ownership of post-sales technical issues, working with cross-functional teams to document problem resolution steps and troubleshooting procedures
- Function as the frontline technical resource for customer "best practices" and customer questions
- Engage with product management and engineering teams as a customer advocate to ensure speedy resolution of customer issues and influence product roadmap
- Provide advice and guidance as the Fixed Networks representative to ensure successful ongoing usage and adoption of our technologies. Undertake discovery and education activities to identify additional opportunities for Fixed Networks solution usage across organizational functions and processes
Your skills and experience
You have:
- B.S. Computer Science/Information Technology or equivalent educational experience
- 5+ years of experience as a post-sales engineer for a networking company, relevant software vendor, or network engineer for a large enterprise or service provider.
- Strong technical background with a demonstrated aptitude for quickly picking up new technology.
- Networking basics, Unix/Linux Command Line, Server Management and Database Knowledge
- Standout 'customer first' attitude
- Excellent analytical & problem-solving skills
- Demonstrable success in thinking strategically and executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment
- Ability to work well in small teams, providing relevant solid input and allowing ideas from others to be shared in a collaborative environment.
- Strong verbal and written communications skills
- Ability to thrive in a multi-tasking environment and can adjust priorities on-the-fly
- Ability to meet assigned timelines with high-quality, complete deliverables in unsupervised, sometimes remote situations
It would be nice if you also had:
- Knowledge of Public and Private Cloud-Based architecture (AWS/Google Cloud/Azure), and Private Cloud (VMWare) environment operations and administration.
- Experience with Linux, including Red Hat/Ubuntu operating systems.
- Understanding of Micro Services based solution/architecture - Docker/Kubernetes/MariaDB/Kibana/Kafka/ElasticSearch/Grafana, etc.
- Knowledge and experience with SOAP/NetConf/RestConf(WebUI) OSS integration and interoperability.
- Experience diagnosing SNMP/MIB and NetConf/Yang, as well as SSH/SFTP protocols
- Scripting (SQL/PERL) or development experience
What we offer
Nokia offers flexible and hybrid working schemes, 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.
What we offer
Nokia offers flexible and hybrid working schemes, continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get backed by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.
- Flexible working environment, including a Hybrid office model and the ability to work remotely.
- Cutting-edge technology including XGS-PON, Software Defined Access Networks, Wi-Fi, and Fixed Wireless Access.
- Formalized training curriculum and certifications paths.
- State of the art labs, including Smart Lab with automated capabilities for hands on/remote training and problem replication.
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.
