Optical Customer Success Engineer

Optical Customer Success Engineer at Nokia 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 an essential piece of Nokia’s ability to offer top‑tier Technical Support services. They 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 and provide our customers with a dedicated, highly technical resource who they can rely on for all technical support needs. If you’re 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 the customer and Infinera services and support. Responsible for the facilitation of “White Glove” Customer Service and Support Delivery. Become the customers “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 playbook 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 the 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 playbook. 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 services and support. Work with pre‑production teams to assist the customer in early Time To Value (TTV) and optimal Product / Feature adoption. Key Skills And Experience 7+ years of experience in 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, both 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 a plus. About Us Come create the technology that helps the world act together. 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 will 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. What We Offer Nokia offers 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. Equal Opportunity Employer 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. #J-18808-Ljbffr