Nokia is seeking an experienced, highly technical Customer Success Program Manager to serve as the strategic leader, primary advocate, and single point of accountability for one of our most critical hyperscale customers. This customer-facing role combines technical leadership, program execution, executive communication, cross-functional influence, commercial discipline, and customer advocacy in a complex, high-pressure environment.
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Responsibilities
Strategic Customer Leadership: Serve as the primary advocate, executive-facing representative, trusted advisor, and single point of accountability for the hyperscale customer; build relationships across operational, engineering, architecture, procurement, and executive organizations; understand customer objectives and drive a proactive white-glove experience.
Technical Leadership and Escalation Management: Lead complex, high-severity escalations across software, hardware, IP networking, optical transport, cloud infrastructure, network management, logistics, and operational processes; coordinate investigation and resolution, challenge assumptions, close technical gaps, and maintain ownership through completion.
Root Cause, Quality, and Engineering Engagement: Connect customer engineering teams with Nokia R&D, Product Line Management, Quality, and Technical Support; drive root cause analysis, corrective actions, lab replication, defect validation, feature prioritization, reliability improvements, and incorporation of field experience into product and service plans.
Program and Project Management: Manage concurrent deployments, upgrades, hardware replacement programs, quality initiatives, reliability programs, and service improvement projects; maintain integrated plans, milestones, action registers, resources, dependencies, risks, communications, and executive status reporting.
Contract, Financial, and Delivery Performance: Control scope, schedule, cost, quality, profitability, forecasts, contractual commitments, acceptance, claims, changes, handovers, and closure; align delivery with Nokia governance and identify appropriate renewal or expansion opportunities.
Cross-Functional and Virtual Team Leadership: Lead geographically dispersed teams without direct authority; align engineering, support, operations, quality, supply chain, logistics, professional services, sales, and account management; assign and track actions, resolve conflicts, remove barriers, and drive accountability and urgency.
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The Customer Project Manager is accountable for an external customer programme (collection of projects managed together for business benefits) or project for an assigned product and / or service scope. Assigns tasks to t
The Customer Project Manager is accountable for an external customer programme (collection of projects managed together for business benefits) or project for an assigned product and / or service scope. Assigns tasks to t
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Operational Excellence and Governance: Conduct operational reviews, business reviews, governance meetings, and program checkpoints; monitor contractual KPIs, service performance, case trends, escalation metrics, customer satisfaction, and corrective-action effectiveness; ensure program data, risks, opportunities, and decisions remain current.
Risk Management and Continuous Improvement: Identify delivery, technical, operational, commercial, and customer-experience risks; implement mitigation plans, address recurring issues, apply lessons learned and best practices, and develop customer success plans that improve reliability, efficiency, quality, and measurable business outcomes.
Executive and Customer Communications: Deliver concise, actionable incident updates, executive briefings, status reports, operational and business reviews, and customer-facing presentations; translate complex technical issues, progress, decisions, risks, and mitigation strategies for technical and non-technical audiences while maintaining credibility and transparency.
- Strategic Customer Leadership: Serve as the primary advocate, executive-facing representative, trusted advisor, and single point of accountability for the hyperscale customer; build relationships across operational, engineering, architecture, procurement, and executive organizations; understand customer objectives and drive a proactive white-glove experience. - Technical Leadership and Escalation Management: Lead complex, high-severity escalations across software, hardware, IP networking, optical transport, cloud infrastructure, network management, logistics, and operational processes; coordinate investigation and resolution, challenge assumptions, close technical gaps, and maintain ownership through completion. - Root Cause, Quality, and Engineering Engagement: Connect customer engineering teams with Nokia R&D, Product Line Management, Quality, and Technical Support; drive root cause analysis, corrective actions, lab replication, defect validation, feature prioritization, reliability improvements, and incorporation of field experience into product and service plans. - Program and Project Management: Manage concurrent deployments, upgrades, hardware replacement programs, quality initiatives, reliability programs, and service improvement projects; maintain integrated plans, milestones, action registers, resources, dependencies, risks, communications, and executive status reporting. - Contract, Financial, and Delivery Performance: Control scope, schedule, cost, quality, profitability, forecasts, contractual commitments, acceptance, claims, changes, handovers, and closure; align delivery with Nokia governance and identify appropriate renewal or expansion opportunities. - Cross-Functional and Virtual Team Leadership: Lead geographically dispersed teams without direct authority; align engineering, support, operations, quality, supply chain, logistics, professional services, sales, and account management; assign and track actions, resolve conflicts, remove barriers, and drive accountability and urgency. - Operational Excellence and Governance: Conduct operational reviews, business reviews, governance meetings, and program checkpoints; monitor contractual KPIs, service performance, case trends, escalation metrics, customer satisfaction, and corrective-action effectiveness; ensure program data, risks, opportunities, and decisions remain current. - Risk Management and Continuous Improvement: Identify delivery, technical, operational, commercial, and customer-experience risks; implement mitigation plans, address recurring issues, apply lessons learned and best practices, and develop customer success plans that improve reliability, efficiency, quality, and measurable business outcomes. - Executive and Customer Communications: Deliver concise, actionable incident updates, executive briefings, status reports, operational and business reviews, and customer-facing presentations; translate complex technical issues, progress, decisions, risks, and mitigation strategies for technical and non-technical audiences while maintaining credibility and transparency.
Qualifications
You have:
Industry Experience: 10+ years in telecommunications, IP networking, cloud infrastructure, optical networking, or a related technology field.
Customer-Facing Leadership: 5+ years in Customer Success, Technical Account Management, Program Management, Escalation Management, Support Leadership, or a comparable role supporting hyperscale cloud providers or large enterprise customers.
Technical Expertise: Strong knowledge of IP networking, optical transport, DWDM, Ethernet and Layer 2/3 technologies, cloud infrastructure, network management systems, and hardware and software troubleshooting.
Technical Investigation: Experience engaging software developers, systems architects, support engineers, and product teams, including interpretation of logs, traces, fault-isolation data, defect records, and root cause analyses.
Program and Commercial Management: Proven ability to manage complex initiatives across scope, schedule, cost, quality, risk, resources, stakeholders, contracts, global dependencies, and competing priorities.
Escalation and Executive Management: Demonstrated success leading high-severity customer escalations, contractual delivery, corrective actions, and executive-level communications.
Leadership and Influence: Ability to lead large, global, cross-functional teams without direct authority, build consensus, drive accountability, and influence decisions across matrixed organizations.
Stakeholder and Conflict Management: Strong negotiation, conflict-resolution, relationship-management, and problem-solving skills across customer and internal leadership levels.
Communication and Strategic Judgment: Exceptional written, verbal, facilitation, and presentation skills, with the ability to translate complex technical matters for engineers and executives while balancing immediate issue resolution with long-term strategic and commercial objectives.
You have: - Industry Experience: 10+ years in telecommunications, IP networking, cloud infrastructure, optical networking, or a related technology field. - Customer-Facing Leadership: 5+ years in Customer Success, Technical Account Management, Program Management, Escalation Management, Support Leadership, or a comparable role supporting hyperscale cloud providers or large enterprise customers. - Technical Expertise: Strong knowledge of IP networking, optical transport, DWDM, Ethernet and Layer 2/3 technologies, cloud infrastructure, network management systems, and hardware and software troubleshooting. - Technical Investigation: Experience engaging software developers, systems architects, support engineers, and product teams, including interpretation of logs, traces, fault-isolation data, defect records, and root cause analyses. - Program and Commercial Management: Proven ability to manage complex initiatives across scope, schedule, cost, quality, risk, resources, stakeholders, contracts, global dependencies, and competing priorities. - Escalation and Executive Management: Demonstrated success leading high-severity customer escalations, contractual delivery, corrective actions, and executive-level communications. - Leadership and Influence: Ability to lead large, global, cross-functional teams without direct authority, build consensus, drive accountability, and influence decisions across matrixed organizations. - Stakeholder and Conflict Management: Strong negotiation, conflict-resolution, relationship-management, and problem-solving skills across customer and internal leadership levels. - Communication and Strategic Judgment: Exceptional written, verbal, facilitation, and presentation skills, with the ability to translate complex technical matters for engineers and executives while balancing immediate issue resolution with long-term strategic and commercial objectives.
About Nokia
Telecommunications10,001+Founded 1865
Nokia is a Finnish multinational technology company specializing in telecommunications infrastructure, software, and licensing. It provides network equipment and services for mobile, fixed, and cloud networks to communications service providers and enterprises worldwide.
