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CX Customer Experience
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2100000L74 Requisition #

Come create the technology that helps the world act together.

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world. 

We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work.

 

The team you’ll be part of

The Customer Experience organization provides 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. While bringing deep understanding of local markets for our customer, the CX organization ensures strong alignment between sales and delivery teams.

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 UK & Ireland. 

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? 

 

What you will learn and contribute to

• Acts as a main contact point for Vodafone UK & Ireland in the Cloud & Network Services domain 

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

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

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

• Develops a vision and technology strategy that includes solutions and products to match bespoke customer needs 

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

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

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

• Owns the account pipeline/funnel and opportunity data in pipeline management tool 

• Develops account plans and ensures Nokia’s multi business groups’ resources are aligned to execute the plans 

• Fulfills Nokia’s process for presales offer lifecycle management and quarterly forecast 

 • Negotiates Customer contracts in alignment with commercial and legal organizations (Acceptance, SoR, payment terms, etc.) 

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

• Positions Nokia as a preferred solution and services partner 

• Creates and articulates in clear and effective manner Nokia’s value proposition to Customers 

• Communicates clearly the progress of monthly/quarterly initiatives (account plan, LE etc.) to internal and external stakeholders

• 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 BG and CX/Global community 

• Coordinates proactively pre-sales resources across BGs to drive value creation through bespoke innovative solutions 

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

 

Your skills and experience

• Integrity and trustworthiness with exceptional work and personal ethic 

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

• Minimum of 10 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 UK and Ireland ISP and CSP provider market as well as industry competitor landscape 

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

Key Competences 

• Challenger mindset:  

  • Teach for differentiation based on insight into customers business challenges
  • Tailor for resonance with a wide audience 
  • 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 

• Customer Business Case and Solution Creation 

• Bid Management, Customer Pricing, Sales Negotiation

 

What we offer

Nokia offers flexible and hybrid working schemes, continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

 

Nokia is committed to inclusion and is an equal opportunity employer

Nokia has received the following recognitions for its commitment to inclusion & equality:

  • One of the World’s Most Ethical Companies by Ethisphere
  • Gender-Equality Index by Bloomberg
  • Workplace Pride Global Benchmark
  • LGBT+ equality & best place to work by HRC Foundation

At Nokia, we act inclusively and respect the uniqueness of people.

Nokia’s 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.

We are committed to a culture of inclusion built upon our core value of respect.

Join us and be part of a company where you will feel included and empowered to succeed.

 

 

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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.