Optical Customer Success Engineer

Nokia

Optical Customer Success Engineer at Nokia fostering customer relationships and delivering technical support solutions. Responsibilities include optimizing customer metrics and onboarding new personnel for effective service delivery.

Posted 5/6/2026full-timeDallas • Texas • 🇺🇸 United StatesSeniorLead💰 $126,816 - $285,458 per yearWebsite

About the role

Key responsibilities & impact

Cultivate and foster customer relationships, developing an in-depth understanding of the customer at both company and individual levels
Serve as the single point of contact and liaison between customer and Infinera services and support
Responsible for the facilitation of “White Glove” Customer Service and Support Delivery
Become the customers “Voice”, including real time capture of feedback, customer performance metrics, representing and advocating for assigned customer within Infinera
Document and operationalize a methodical and proactive customer specific play book comprised of a customer journey map, a success and communication plan, a customer specific de-escalation process and a methodical pre-defined/scheduled engagement plan
Identify, track, and facilitate continuous improvement for key customer metrics, eliminating risk of churn or customer dis-satisfaction
Develop custom reporting for customer programs including services performance, product quality, overall customer health
Drive customer growth leveraged by proven & documented positive customer outcomes
Onboard new customer personnel ensuring a thorough understanding of the pre-defined journey, product and features
Partner with engineering, PLM, and presales teams during New Product/Services Introduction to provide programmatic level support

Requirements

What you’ll need

7+ years past experience with Customer Success and support, in the networking industry
Strong knowledge of Long-haul, Metro, Access and Mobile technologies
Experience supporting content providers is a plus
Self-motivated, and goal oriented with a proven track record in White Glove delivery of services and support and customer onboarding
Experience with Salesforce CRM, including ability to create internal and customer facing reports and graphs
Comfortable in the dynamic atmosphere of a technical sales organization
Possess persuasive communication skills and able to communicate professionally in written responses to emails, customer inquiries, and when submitting reports to the customer, both at operational and engineering levels
A B.S. level degree preferred, however candidates with demonstrable technical & customer service depth will also be considered
Professional certification in Customer Success a plus

Benefits

Comp & perks

Corporate Retirement Savings Plan
Health and dental benefits
Short-term disability, and long-term disability
Life insurance, and AD&D – Company paid 2x base pay
Optional or Supplemental life and AD&D insurance (Employee/Spouse/Child)
Paid time off for holidays and Vacation
Employee Stock Purchase Plan
Tuition Assistance Plan
Adoption assistance
Employee Assistance Program/Work Life Resource Program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SuccessCustomer SupportCustomer OnboardingReportingCustomer MetricsDe-escalation ProcessCustomer Journey MappingContinuous ImprovementTechnical SalesNetworking Technologies

Soft Skills

Customer Relationship ManagementCommunication SkillsPersuasive CommunicationSelf-motivatedGoal-orientedAdvocacyCollaborationProblem-solvingOrganizational SkillsCustomer Advocacy

Certifications

Professional Certification in Customer Success