The Customer Care Lead plays a vital role within the Services & Customer Support (S&C) Organization, ensuring the delivery of high-quality Care Software Services under the CARE maintenance contract. As the single point of contact for Care Services, you will champion customer needs and facilitate seamless case handling, emergency support, and software upgrades. Collaborating closely with cross-functional teams, you will drive innovation and process optimization while maintaining key performance indicators. The work environment is dynamic and focused on continuous learning, where your expertise will help shape strategic initiatives and enhance customer satisfaction. Join us to make a meaningful impact by delivering exceptional service and contributing to our mission of creating lasting customer and business value.

HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN

• Serve as the single point of contact for Care Services, ensuring alignment between customer needs and Nokia solutions.
• Deliver comprehensive Care services, including case handling, emergency support, training, and software upgrades on time and within budget.
• Oversee the entire Care contract lifecycle, managing handovers, entitlements, renewals, and service expansions effectively.
• Ensure data integrity across Care tools for accurate contract management and financial tracking.
• Facilitate customer onboarding and training to maximize the effective use of Nokia tools and services.
• Monitor and communicate KPIs, providing updates and reports to customers and stakeholders regularly.
• Lead the governance of product and software lifecycle, ensuring timely updates and alignment with sales initiatives.
• Analyze financial data to optimize service profitability, implementing corrective actions as necessary.