As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.
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Ciena (NYSE:CIEN) is a global leader in optical and routing systems, services, and automation software. We build the world’s most adaptive networks to address ever-increasing digital demands for richer, more connected experiences for all users.
Customer Success Advocates (CSAs) are responsible for retaining, growing, and minimizing churn across Ciena’s customer base. CSAs are a strategic advocate and participant are a key component in creating one-to-many solutions to strengthen Ciena’s customers’ experience, outcomes, and education.
Job Description:
Proactively identify customer’s goals and drive desired business outcomes
Align Ciena’s Services to with meet customer needs to help retain, grow account recurring revenue, and reduce account churn
Conduct customer operational and business and/or operational reviews at an appropriate cadence based on segment, where you will highlighting customer success achievements, proactively suggesting solutions to customer concerns, and driveing identified improvement opportunities
Establish yourself as the trusted advisor for your book of business
Shepherd the customer customer journey through hand-offs, touchpoints, and milestones; such as: oonboarding, managed services deployment, new product implementation, network growth, and to escalations to deliver a maximized customer experience
Identify and drive upsell/ and cross-sell opportunities across customer baseyour book of business
Share best practices and lessons learned within the internal Ciena Success community
Create and identifyIdentify and create one-to-many solutions (KB articles, Success Stories, etc) within the Portal and Community
Ensure all customers have access to and are properly trained in self-service options such as the myCiena Portal & Community
Provide thought leadership in evolving global customer experience
Collaborate with appropriate account team(s) to ensure seamless communication, execution, deployment, and engagement throughout the customer’s journey with Ciena
Drivee and influence the value and adoption e, usage and adoption of our products and services using metrics developed in collaboration with other functional teams by leveraging data analytics
Proactively monitor customer health indicators and respond accordingly
Be prompt and effective in responding to customer needs
Take accountability for ensuring on-time renewals account growth
Complete and proper documentation of all customer interactions, escalations, problem-resolution, and relationship management
Ideal Profile:
Passionate about maximizing your customers’ outcomes, experiences, and education
Naturally pPredictive and proactive in problem-solving
Excellent presentation skills
PassionateThrives in a about being cliclient-facing environment
Highly organized and effectively responsive to customer needs
Ttechnologically savvy
Exceptional communication and conflict resolution skills
Enjoys a high degree of autonomy and independence
Thrives Excels atin thought leadership
Naturally optimisticUpbeat, positive, and with a good attitude focusedcan on solutioning solution complex problems
Ability to influence through persuasion, negotiation, and consensus building
Naturally Skilled inbuilds building relationships across a diverse customer base
Enjoys multi-tasking and thrives in a fast-paced environment
Natural leadership qualitiesAble to take the lead in in moving conversations and projects forward
Combined Extensive background of in both pre-sales and post-sales motionsexperience
Strong analytical skills and a deep understanding of value drivers and KPIs in recurring revenue business models
Ability to create, translate, and manipulate data into actionable insights
Strong critical thinking and complex problem- solving skills
Enjoys working in a collaborative environment with a team
Results-driven mentality that balances speed and quality
Bachelor’s Degree in Business, Engineering, Marketing or Communications preferred or relevant years of work experience
Preferred 2+ years in technology industry in a customer success role in the technology industry
Excellent communication & presentations skills
Microsoft word Office suite proficient
At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.
Ciena is an Equal Opportunity Employer, including disability and protected veteran status.
If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.