Hybrid Optical Customer Success Engineer

at Nokia

• Job title: Optical Customer Success Engineer
• Job type: Full Time
• Experience level: Senior, Lead
• Salary: $128,982 - $290,521 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Dallas, United States

About the role

• Optical Customer Success Engineer providing expert customer support and technical assistance at Nokia. Collaborating with teams to enhance customer experience and satisfaction while resolving technical issues.

Responsibilities

• 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 customers “Voice”, including real time capture of feedback, customer performance metrics, representing and advocating for 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 dis-satisfaction.
• 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 services and support. Work with pre-production teams to assist customer in early Time To Value (TTV) and optimal Product / Feature adoption.

Requirements

• 7+ years past 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, and 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.

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