We are seeking a highly skilled and motivated Care Program Manager to join our team at Nokia. The ideal candidate will have a strong background in customer service and project management, along with the ability to build and maintain relationships with key stakeholders. By joining our team, you will have the opportunity to work on cutting-edge technology projects and make a significant impact on customer satisfaction. Come and be part of a dynamic team that is shaping the future of telecommunications.
 

Strong customer relationship management skillsExcellent communication and interpersonal skillsAbility to understand and analyze customer needsKnowledge of Nokia products and servicesAbility to coordinate and manage multiple stakeholdersExperience in contract management and renewalStrong analytical and problem-solving skillsLanguages: English & Russian 

 Maintain and enhance customer relationships by understanding the customer’s organization, identifying key contacts, and engaging them regularly. Analyze the customer’s use of Care services and communicate both stated and unstated needs to the Technical Support Service lines.Support and help organize kickoff meetings with customers, internal alignment sessions, and service review meetings. Ensure professional and consistent communication with customers throughout the engagement.Coordinate or support customer surveys when needed, analyze results, and ensure timely execution of agreed actions. Keep customers informed of progress as necessary.Manage and follow up on Software and Hardware maintenance, repairs, and change management activities to ensure Care services are delivered per the agreed plan, service levels, scope, and budget.Provide Care performance data and customer testimonials to the sales team to demonstrate business value. Notify relevant stakeholders if renewal milestones are at risk.Oversee contract creation and maintenance, track contract expiry dates, and ensure proper closure. Support handovers from Deploy and Sales teams to ensure all Care-relevant data is transferred correctly. Maintain a complete and accurate Contract Database (CDB) and utilize NCIB automated reports for installed base data.Assist customers in using Nokia products and services, ensuring proper onboarding and full adoption of all features and functionalities. Contribute to continuous service improvement initiatives.Support the implementation of escalation procedures and manage Change and Claim processes. Support upselling and cross-selling by analyzing customer requirements, recommending suitable Care services, and acting as a trusted advisor.Manage Care revenue by closely monitoring POs and invoicing. Contribute to the accuracy of Care’s Latest Estimate (LE) calculations. Document and share best practices to mitigate risks and avoid penalties.

This is expected to be a JG 9-10 position. Full job levelling assessment will be undertaken by Nokia, and final position grades will be confirmed in due time.