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Sales
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CX Customer Experience
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21000002GI Requisition #

Mission/Purpose of role

Manage sales for the C&NS GCHN CARE business (renewals and advanced services) to maximize renewal rates, drive advanced CARE services and deliver profitable annuity business growth. Develop and leverage key customer relationships, negotiate renewal and advanced CARE services deal pricing and business terms to closure.

 

Main Responsibility Areas

  1. Drive the GCHN C&NS GBC CARE business management discipline with an acute understanding of customer deal specifics, deal optimization strategies and execution plans to maximize top line and profitability.  

  2. Develop relationships with GCHN key customers stakeholders (procurement, operations) and partners to understand their needs, priorities, business challenges and sales cycles. 

  3. Understand customer contracts and renewal deadlines. Proactively engage customers and negotiate CARE renewal opportunities and contract terms with the other stakeholders in a timely manner. 

  4. Maintain and leverage centralized Customer Installed Base Database

  5. Identify programs for upsell & cross-sell of new CARE services opportunities, develop customer specific value propositions and drive execution plans to closure. 

  6. Define and implement upgrade strategy for GCHN C&NS installed base in partnership with the BU’s and engage the GCHN C&NS AM/Sales teams to implement the sales of the upgrades  

  7. Utilize business, market and customer insights to uncover opportunities for expansions and net new business. Direct any new business (non-CARE/subscription) leads to GCHN C&NS account managers. 

  8. Develop and maintain a strong multi-year pipeline that supports the continuous achievement of assigned quota(s) and adheres to key pipeline principles and sCRM metrics (development, velocity, conversion, quality).  Provide accurate order intake forecast according to guidelines. 

  9. Collect subscription fees from GCHN customers having adopted this new commercial model sold by AM’s

  10. Drive Customer lifetime value by defining the customer journey with C&NS product and solutions. Maintain key  Customers E2E Scorecards for a 360 view of our relationship with the customers working closely with GBC Sales Leads, Pre-sales and HoT

  11. Maximize success, satisfaction and engagement of GCHN C&NS installed base and leverage it to increase references. Minimize the % of installed base swapping C&NS by competition

  12. Support GCHN CNS Head a SPOC (working cross-function) resolving issues impacting overall customer satisfaction

Essential Requirements:

  1. 5 years + experience in CSP Care or Services

  2. Proven track record as a people leader having managed teams both in solid and dotted line

  3. High degree of independence with agreed policies, budgets.

  4. High level of problem solving.

  5. Develops new innovative approaches to problems.

  6. Ensures immediate working environment encourages innovation.

 

Preferred Requirements:

  1. Excellent verbal and written communication skills required, good in both Chinese and English.

  2. Strong interpersonal capabilities and customer intimacy.

  3. Creative ‘out of the box’ think

  4. Exceptional work ethic, the ability to work independently, self-motivated, driven and a strong desire to succeed.

  5. Imagine creating technology that has the potential to change the world. 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. Come create the technology to connect the world.

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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.