Customer Success Advocate: Tech Touch Centralization

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.

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 driving 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: onboarding, managed services deployment, new product implementation, network growth, and to escalations to deliver a maximized customer experience
• Identify and drive upsell/cross-sell opportunities across customer base your book of business
• Share best practices and lessons learned within the internal Ciena Success community
• Create and identify 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, 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 predictive and proactive in problem-solving
• Excellent presentation skills
• Passionate about being client-facing environment
• Highly organized and effectively responsive to customer needs
• Technologically savvy
• Exceptional communication and conflict resolution skills
• Enjoys a high degree of autonomy and independence
• Thrives and excels in thought leadership
• Naturally optimistic, positive, and with a good attitude focused on solving complex problems
• Ability to influence through persuasion, negotiation, and consensus building
• Naturally skilled in building relationships across a diverse customer base
• Enjoys multi-tasking and thrives in a fast-paced environment
• Able to take the lead in moving conversations and projects forward
• Combined background in both pre-sales and post-sales motions
• 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 5+ 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.