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CX Customer Experience
210000042J Requisition #
About Nokia
We create the critical networks and technologies to bring together the world’s intelligence, across businesses, cities, supply chains and societies. With our commitment to innovation and technology leadership, driven by the award-winning Nokia Bell Labs, we deliver networks at the limits of science across mobile, infrastructure, cloud, and enabling technologies. Adhering to the highest standards of integrity and security, we help build the capabilities we need for a more productive, sustainable and inclusive world.
About Customer Operations
Our Customer Operations (CO) organization is the primary interface with communication service providers. The CO organization has a comprehensive global presence and is active in approximately 120 countries. Its organizational structure ensures that our customers benefit from dedicated management attention and from our teams’ deep understanding of local markets. This approach enables Nokia to maintain strong customer relationships. Customer Operations is also responsible for project delivery, ensuring strong alignment between our customer-facing sales and delivery teams in each account.
Job Description
Account Manager

Account & Cust. Relatnshp Mgmt-CSP (RMC) comprises the creation and development of profitable relations with customers (incl. multi-geographic customer businesses) or new businesses through direct customer interface for a profiled customer base by implementing a strategy for a specified customer account, products, services, or solutions. Contains management of customer interactions and driving of sales for Nokia's offering. Covers creation of sales channels to grow new businesses in completely new prospects / markets and / or existing accounts targeting new revenue streams. Contains conduction of end-to-end business management (sales and delivery) for all customers and opportunities within the responsible scope.
The Account Manager achieves business financial objectives in respective customer accounts. Responsible for customer engagement and sales case ownership for the following: opportunity and offer strategy, customer pricing files, creating and maintaining sales opportunity, order forecast. Creates and manages sales relationships for strategically important accounts / within broad product or business areas. Develops sales strategies and practices to achieve revenue targets and service goals for the customer accounts. Participates in pricing strategies as well as contract negotiations and is responsible for providing professional support in order to generate orders.
Job Key Tasks & Responsibilities
  • Accountable for large / medium customers at global or regional level across multiple portfolios or specific portfolio, carrying significant sales target.
  • Identifies and develops significant business opportunities by interpreting critical internal or external business information such as customer needs, Nokia's portfolio, competitive landscape, etc.
  • Builds a long-term relationship with customer's senior executives using the knowledge of industry and competitive landscape to contributes to the corporate goals and to increase own effectiveness.
  • Drives sales, pre-sales and other functions based on in-depth organisational understanding (Mode of Operations, processes, etc) and develops competitive and innovative offers that deliver considerable value to customers and Nokia.
  • Actively participates in and contributes to pricing strategy and contract negotiations which generate mid-term business impact.
  • Contributes to process / product / service improvements that help to sustain competitive advantage of Nokia.
  • Influences the LoA process from strategic business and commercial perspective.
  • Influences strategic decisions within own defined scope (portfolio, geography, etc) that affect the performance of the entire Customer Team (CT) or Global Customer Business Team (G/CBT) or even broader organisation.
  • Solves highly complex or novel problems based on sophisticated analytical thought and complex judgment, and develops unique sales approaches which differentiates our offering.
  • Acts as the most senior sales expert, typically at a global or regional level, serves as best practice / quality resource and is an acknowledged authority both within and outside own organisational unit.
  • Leads a functional team or cross-functional business team within a defined scope (portfolio, geography, etc) with considerable resource requirements, risk, and complexity.
Key Competencies
  • Influencing Others
  • Financial acumen (for non-financial professionals)
  • Negotiating
  • Consultative Selling
  • Solution selling
  • Business Case Creation
  • Market / Business / Competitor intelligence
  • Pricing
  • Interpersonal Savvy
  • Directs Work
  • Drives Results
  • Business Insight
  • Customer Relationship Management
  • Develop Sales Opportunities
  • Account and opportunity planning


Working with us, you will have a positive impact on people’s lives and help to overcome some of the world’s most pressing challenges. We act inclusively and respect the uniqueness of people. At Nokia, 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. Nokia culture welcomes people as their true selves.

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Nokia is an equal opportunity employer that is committed to diversity and inclusion. At Nokia, 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.