Care Program Manager, Cx Ebc

2 semanas atrás

Sao Paulo, Brasil NOKIA Tempo inteiro

**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.

**What you will learn and contribute to**

Care Program Manager (CaPM) owns care business and is responsible for the end-to-end execution of the Care contracts for his assigned customer/s. They are also expected to support in expanding the Care business. Within the customer team, CaPM leads the Care team which executes Care service delivery in accordance with Nokia processes and the within the scope defined by the respective Care contract. CaPM has to ensure that required support & services provided to customer is according to the agreed scope, schedule and budgets.

As part of our team, you will:

- Ensures and monitors that Care contractual commitments are met and maintained, regularly reviewed, and agreed with customer. Looks continuously for service quality and customer satisfaction improvement.
- Leads Care contract lifecycle, ensuring proper and timely: 1/ contract handover from Sales and/or Delivery (i.e. GSC) to Care phase, 2/ care delivery team readiness (even including 3rd party support services), 3/ contract renewal (or extension) and closure.
- Acts as primary interface towards the customer for activities and issues related to the scope of owned Care contract(s), even including customer complaints, corrective actions and changing requirements.
- Builds customer intimacy and trust, contributing to identification and creation of up-selling opportunities
- Provides accurate financial forecast and financial internal reporting of owned Care contracts.
- Monitors and controls that the contract deliverables are provided within the approved budget, profitability forecast, planned scope and expected quality. Takes corrective actions for underperforming contracts.
- Ensures Care services revenue recognition (ensuring proper purchase orders booking and triggering invoicing process)
- Guarantees that data quality in all Care information systems reflects reliably the contract obligations, even including customer entitlement, contractual state of customer installed base and care financials.
- Prepares and executes an effective communication plan to customer and to all relevant internal stakeholders. Ensures proactive communication of relevant information for set-up and continuity of services (e.g. Care plan, End Of Life / End Of Services and retrofits).
- Contributes to the agreed support processes (i.e. approves, tailors and communicates customer outages reports; triggers management escalation process; may take the lead in customer communication in case of severe incidents and outages).

**Your skills and experience**
- Process and Professional Competencies
- Business understanding and development
- Contract management
- Cost and profitability management
- Customer relationship management
- Management and leadership
- Planning, reporting and processes
- Nokia Value-based Skills
- Adaptability
- Business Consciousness
- Collaboration
- Customer Service orientation
- Decision making
- Efficiency and Quality
- Integrity and credibility
- Intercultural Awareness
- Managing Risks
- Networking
- Planning and Organising
- Problem Solving
- Reliability
- Responsibility

Preferably more than 8 years of experience working in managerial position and at customer interface viz. Care/TSS, Customer Organisation, Customer Account Team, Customer Business Team, Project Organisation, Support Site contacts & resources, Partners, Subcontractors, 3rd parties. Engineering Degree.

**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

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