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CX Customer Experience
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2100000E14 Requisition #

About Nokia

 

At Nokia, we create technology that helps the world act together.
As a trusted partner for critical networks, we are committed to innovation and technology leadership across mobile, fixed, and cloud networks. We create value with intellectual property and long-term research, led by the award-winning Nokia Bell Labs.
Adhering to the highest standards of integrity and security, we help build the capabilities needed for a more productive, sustainable, and inclusive world.
Watch our video to discover how we create meaningful interactions to drive human progress.

 

 

About Customer Experience

 

The Customer Experience (CX) organization will provide a common interface to customers including account and relationship management, acting as the voice of the customer internally and creating demand across our business groups. The CX organization structure ensures that our customers benefit from dedicated management attention and from our teams’ deep understanding of local markets. CX is also responsible for ensuring strong alignment between our customer-facing sales and delivery teams in each account.

 

 

General Purpose 

 

Senior Sales Professional with technical and business understanding of telecoms and IT solutions, responsible for generating orders and revenues by selling Nokia’s solutions to Vodafone Group. 

 

About the Team 

 

You will be joining a Team of competent, committed and enthusiastic people who strive to make the difference for our Customers with innovative solutions and the best technology in the industry. As part of the Senior Leadership Team of the Account you will have the opportunity to drive business growth, think outside the box and experiment new ideas in an environment that is flexible, motivating, inclusive and fun. Are you bold, innovative and ambitious enough to join us? 

 

Main Responsibility Area 

 

Primary contact as a Global Account Manager responsible for Managed Services and Orchestration solutions of Nokia’s Cloud & Network Services (CNS) domain for the Vodafone Group and their OpCo's

Develops a clear strategy and execution plan in line with Vodafone’s Tech 2025 strategy for the Vodafone account to win Managed Services and Orchestration business with Group, their OpCo's and selected partner markets

Leads and coordinates sales and marketing activities in the relevant business areas

Meet and exceed defined Sales targets

Understands market dynamics, customers’ strategic direction and associated business plans 

Builds & manages trust-based, long-term relationships with Senior customers’ Technical, Delivery and Commercial departments 

Translates customer’s commercial, operational & technology challenges into sales opportunities 

Defines and implements Nokia’s account strategy in the assigned business domains 

Drives for continuous improvement of Customer satisfaction and Perceived Value (CES & SPM)

Owns the account pipeline/funnel and opportunity data in pipeline management tool. Communicates clearly the progress of monthly/quarterly initiatives (account plan, LE etc.) to internal and external stakeholders

Leads and coordinates complex bids from opportunity identification through to contract negotiations and closure 

Negotiates Customer contracts in alignment with commercial and legal organizations

Actively drives and promotes dialogue and Team-work with both Nokia Global Team and Business Groups to develop Sales Strategy plan, review opportunities and funnel and problem solve on new opportunities within and outside existing portfolio 

Shares best practices with CNS BG and CX/Global community 

Work closely with the Delivery and Operation Teams to align on potential issues or opportunities arising in the relevant project domains

 

Requirements 

• Integrity and trustworthy with exceptional work and personal ethic 

• Bachelors or Master's degree in engineering, telecommunications, business or a related field 

• Excellent English verbal and written communication skills

• Minimum of 12 years’ account management, products, solutions and services sales experience in the telecommunication & IT industry 

• Excellent knowledge of Mobile and Fixed Networks, including OSS/BSS systems and Enterprise portfolio/offering

• Proven sales experience in a software technology company selling to the Communications/IT industry is highly preferred

• Experience of managing customer interfaces, internal / external escalations and Delivery Team coordination for large scale projects 

• Experience and knowledge of the European ISP and CSP provider market as well as industry competitor landscape 

• Previous experience and knowledge of Vodafone local and Global environments is highly desirable 

 • Proven track record in meeting and exceeding sales targets within assigned territories 

• Efficient with CRM tools (CRM / Salesforces.com for pipeline / funnel management) and MS tools (Excel, PowerPoint and Word) 

 

Key Competences 

• Challenger mindset:  

o Teach for differentiation based on insight into customers business challenges

o Tailor for resonance with a wide audience 

o Take control of buying process 

• Interpersonal savviness. Ability to identify key stakeholders and understand their drivers, communication needs and challenges 

• Excellent interpersonal, communication and presentation skills 

• Ability to lead cross-functional teams under time constraint and pressure scenarios 

• Winning mindset, ability to make quality decisions and motivate the Team 

• Smart tendering, negotiation and Sales techniques, Sales Process Understanding 

• Knowledge of contract and financial management 

• Strategic mindset 

• Customer Business Case and Solution Creation 

• Bid Management, Customer Pricing, Sales Negotiation

 

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 technology that helps the world act together.

 

 

 

 

 

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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.