Optical Customer Success Engineer

Nokia; Sunnyvale (CA); On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Corporate Retirement Savings Plan

Health and dental benefits

Paid time off for holidays and vacation

Employee Stock Purchase Plan

Tuition Assistance Plan

Job summary

Nokia is looking for an Optical Customer Success Engineer based in Sunnyvale, California. The ideal candidate will have over 7 years of experience in Customer Success within the networking industry, capable of delivering premium support and fostering customer relationships. Responsibilities include serving as the main point of contact for customers, ensuring their satisfaction, and collaborating with various teams to enhance service delivery. Benefits include health insurance, a retirement savings plan, and employee stock purchase options.

Qualifications

• 7+ years of experience in Customer Success roles, preferably in networking.
• Experience with Salesforce CRM for generating reports.
• Proven track record in White Glove delivery of customer support.

Responsibilities

• Cultivate customer relationships and understand their needs.
• Act as a liaison between customer and Nokia's services.
• Facilitate high-level customer service and support delivery.
• Document customer-specific actions in a structured manner.
• Track customer satisfaction and metrics.

Skills

Customer Success

Networking industry knowledge

Salesforce CRM

Technical communication

Problem-solving

Education

B.S. degree or equivalent experience

Job description

Job Description

At Nokia, our Optical Customer Success Engineers (CSEs) are based right in the same country as our customers, so they are always close at hand to provide expert support. CSEs are true subject matter experts and are an essential part of Nokia’s ability to provide top‑tier Technical Support services. CSEs act as proactive advisors, offering recommendations and helping to implement customer‑approved action plans. CSEs are responsible for quickly identifying and resolving any technical issues by working closely with our Constant Care Team. CSEs provide our customers with a dedicated, highly technical resource who the customer can rely on for all their technical support issues and needs. If you are passionate about helping customers and have a strong technical background, the CSE role might be the perfect fit for you!

How You Will Contribute And What You Will Learn

• 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 customer and Infinera services and support.
• Responsible for the facilitation of “White Glove” Customer Service and Support Delivery.
• Become the customer’s “Voice,” including real‑time capture of feedback, customer performance metrics, representing and advocating for the assigned customer within Infinera.
• Document and operationalize a methodical and proactive customer‑specific play book comprised of a customer journey map, a success and communication plan, a customer‑specific de‑escalation process and a methodical pre‑defined/scheduled engagement plan.
• Identify, track, and facilitate continuous improvement for key customer metrics, eliminating risk of churn or customer dissatisfaction.
• Develop custom reporting for customer programs including services performance, product quality, overall customer health.
• Drive customer growth leveraged by proven & documented positive customer outcomes.
• Onboard new customer personnel ensuring a thorough understanding of the pre‑defined journey, product and features, introduction of key Infinera personnel, and collaborative finalization of the play book.
• Partner with engineering, PLM, and presales teams during New Product/Services Introduction to provide programmatic level support, ensuring a smooth transition to professional services and support. Work with pre‑production teams to assist customer in early Time To Value (TTV) and optimal Product / Feature adoption.

Key Skills And Experience

• 7+ years of experience with Customer Success and support in the networking industry and possess a strong knowledge of Long‑haul, Metro, Access and Mobile technologies. Experience supporting content providers is a plus.
• Ideal candidate must be self‑motivated, goal‑oriented with a proven track record in White Glove delivery of services and support and customer onboarding.
• Experience with Salesforce CRM, including ability to create internal and customer‑facing reports and graphs.
• The candidate must also be comfortable in the dynamic atmosphere of a technical sales organization. Must possess persuasive communication skills and be able to communicate professionally in written responses to emails, customer inquiries, and when submitting reports to the customer, at operational and engineering levels.
• A B.S. level degree preferred; however, candidates with demonstrable technical & customer service depth will also be considered. Professional certification in Customer Success is a plus.

Benefits

• 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

Equal Opportunity Employment

We act inclusively and respect the uniqueness of people. Our 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.