Customer Success Manager

**Singapore** **(Hybrid)** ***
- Cloud and Network Services is a leading Nokia business group that offers Network solutions on Core, Business and Enterprise segments, as well as Cloud solutions and Cognitive Services. It is a newly formed business group, that includes most of the former Nokia Software business, Nokia’s enterprise solutions, core network solutions including both voice and packet core, and managed and advanced services from its former Global Services unit. This unit will also act as a delivery channel of certain products from other business groups to enterprise customers. Cloud and Network Services (CNS) will target growth by leveraging the industry transition to cloud-based delivery, network-as-a-service business models, and software-led value creation.

**RESPONSIBILITIES**:

- Responsible for driving Renewal and Expansion of Nokia CNS products and services with the existing customers.
- Manage Annuity business sales End-to-End for Nokia CNS and maximize the On-time renewal rates.
- Help Nokia CNS customers to maximize value out of CNS products and leverage it to increase references and use-cases for CNS
- Work cross-functionally to Develop, Plan and Implement Sales strategies to increase the Order Intake, Margin and open new Upsell opportunities
- Lead and inspire the Annuity services delivery team by providing guidance, sharing customer feedbacks to improve the quality of services and improve customer experience.
- Develop and leverage key customer relationships, negotiate renewal and advanced support services deals and business terms to closure.
- Act as a point of escalation or customer issues and complaints providing a pathway to resolution to ensure customer expectations are met.
- Provide insight and be the voice of customer feedback to internal teams, including Sales, Product, Technical Delivery and Support

**CARE and Other Renewal Sales**
- Drive the **CNS Annuity business management **discipline with an acute understanding of customer deal specifics, deal optimization strategies and execution plans to maximize top line and profitability.
- Understand customer **Contracts and Renewal deadlines**. Proactively engage customers and negotiate Renewal opportunities and contract terms with the other stakeholders in a timely manner.
- Identify programs for **Upsell & Cross-sell of new Annuity business services** opportunities, develop customer specific value propositions and drive execution plans to closure.
- Develop and maintain a **strong multi-year pipeline **that supports the continuous achievement of assigned quota(s) and adheres to key pipeline principles and CRM metrics (development, velocity, conversion, quality). Provide accurate **Order Intake, Sales and Sales Margin forecast **according to guidelines.
- Collect **Subscription fees **from customers having adopted this new commercial model sold by AM’s.

**Customer Success**
- Develop **Relationships with key customers **stakeholders (procurement, operations) and partners to understand their needs, priorities, business challenges and sales cycles.
- Define and implement **Upgrade strategy for CNS installed base **in partnership with the internal Business Units (BU) and implement the sales of the upgrades.
- Utilize business, market and customer insights to **uncover opportunities for expansions **and net new business. Direct any new business (non-Annuity/subscription) leads to CNS Account Managers.
- Drive **Customer lifetime value **by defining the customer journey with CNS product and solutions. Maintain **Top 100 Customers E2E Scorecards **for a 360 view of our relationship with the customers working closely with Markets and Pre-sales.
- Maximize **success, satisfaction and engagement of CNS installed base** and leverage it to increase **references**. Minimize the % of installed base swapping CNS by competition.
- Coordinate organization and content of **user-groups **in strong partnership with Market Heads, Marketing and CNS BU’s. Maximize participation of installed base to the user groups.
- Support Market Leaders as a SPOC (working cross-function) **resolving issues impacting overall customer satisfaction.**

**REQUIRED SKILLS**:

- 10 years+ Sales or customer success experience in the Telco industry or Technology business with proven track record of managing customer relationships and driving Renewal.
- Ability to connect and establish Senior level relationships and progressively achieve Trusted partner relationship.
- Exceptional communication, negotiation and presentation skill
- Solid understanding and knowledge on Telcom domain, Technology and Customer operational environment
- Demonstrated desire for continuous learnings, improvements and ability to adapt to the changing market and customer demands.
- Strong understanding of the customer and market dynamics in the Telcom domain.
- Strong interpersonal capabilities and customer intimacy.
- Exceptional work ethic, the ability to work independently, self-motivate