Customer Success  Program Manager

The Customer Success Program Manager is accountable for the end-to-end success of assigned customer programs, operational services, and support engagements across a defined product and service scope. The role leads cross-functional and geographically dispersed teams from initiation through completion; establishes program goals aligned with customer objectives and Nokia strategy; manages scope, cost, schedule, quality, risk, opportunities, and contractual commitments; and ensures exceptional customer satisfaction, financial performance, health and safety, and operational delivery. The successful candidate acts as the customer’s trusted advisor and coordinates R&D, Product Line Management, Technical Support, Quality, Supply Chain, Logistics, Professional Services, Sales, and Account Management to achieve rapid issue resolution, proactive risk mitigation, and continuous improvement. You have: Industry Experience: 10+ years in telecommunications, IP networking, cloud infrastructure, optical networking, or a related technology field. Customer-Facing Leadership: 5+ years in Customer Success, Technical Account Management, Program Management, Escalation Management, Support Leadership, or a comparable role supporting hyperscale cloud providers or large enterprise customers. Technical Expertise: Strong knowledge of IP networking, optical transport, DWDM, Ethernet and Layer 2/3 technologies, cloud infrastructure, network management systems, and hardware and software troubleshooting. Technical Investigation: Experience engaging software developers, systems architects, support engineers, and product teams, including interpretation of logs, traces, fault-isolation data, defect records, and root cause analyses. Program and Commercial Management: Proven ability to manage complex initiatives across scope, schedule, cost, quality, risk, resources, stakeholders, contracts, global dependencies, and competing priorities. Escalation and Executive Management: Demonstrated success leading high-severity customer escalations, contractual delivery, corrective actions, and executive-level communications. Leadership and Influence: Ability to lead large, global, cross-functional teams without direct authority, build consensus, drive accountability, and influence decisions across matrixed organizations. Stakeholder and Conflict Management: Strong negotiation, conflict-resolution, relationship-management, and problem-solving skills across customer and internal leadership levels. Communication and Strategic Judgment: Exceptional written, verbal, facilitation, and presentation skills, with the ability to translate complex technical matters for engineers and executives while balancing immediate issue resolution with long-term strategic and commercial objectives.