Associate, Services Contract Entitlement & Quoting Management (Global Services)

Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual’s passions, growth, wellbeing 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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Why Ciena:

• We are big proponents of life-work integration and provide the flexibility and tools to make it a reality with remote work and potentially, part-time work.
• We believe an inclusive, diverse, and barrier-free work environment makes for empowered and committed employees.
• We recognize the importance of well-being and offer programs and benefits to support and sustain the mental and physical health of our employees and their families and also offer a variety of paid family leave programs.
• We are committed to employee development, offering tuition reimbursement and a variety of in-house learning and mentorship opportunities.
• We know that financial security is important.  We offer competitive salaries and incentive programs, RSU’s (job level specific) and an employee share option purchase program.
• We realize time away to recharge is important.  We offer flexible paid time off!
• Great work deserves recognition. We have a robust recognition program, with ongoing and enhanced awards for exemplary performance.

How You Will Contribute:

Reporting to Sr. Manager, Service Business Center, as the Associate, Services Contract Entitlement, you will manage setting up and managing Ciena CGSI customers standard warranty, Services entitlement and renewal quotation to ensure that a customer receive the right level of maintenance support as detailed in their contracts.

• Independently works on Project/problems & apply professional judgment
• Demonstrate increased professional knowledge on business processes & Ciena applications.
• Ensure orders booked at regular interval have complete details filled in purchase order management tool on SharePoint
• Build the install base details and support options with use of details given in contract framework.
• Contact Customer success advocates/Sales/legal team if need clarification on an order.
• Correctly capture customer name, country, dates, price & other key details in the service contract.
• Check and verify that the information matrix of products and support match the PO and quote/proposal and supply the right level of detail to ensure complete and correct entitlement.
• Evaluate all in-flight projects for partial shipments and customer acceptance. Input the information to the contract entitlement process for enabling support.
• Send activation/renewal alerts according to the defined compliance statements to ensure correct and prompt service initiation and purchase order invoicing.
• Create renewal quotation at the defined period by Renewal Quotes process to submit to Sales for review.
• Ensure adherence to Ciena’s Opportunity Management Process
• Independently plan & manage the daily routine ensuring On Time Completion
• Interact with IT support on application issues & consult other business processes for correction if needed
• Add new customers in the system on time and ensure they have access to Ciena’s portal.
• Create relationship in the system between Partner-reseller/Partner-Service with an end customer
• Collaborate closely with the functional teams to provide them information about any customer service profile or customer shipment data.
• Make corrections on entitlement data to rectify the error, if any.
• Supply ad hoc reports and analysis as needed.

What Does Ciena Expect of You?

• Initiative – you’re a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.
• A customer first mentality – what’s important to the customer is also important to you.
• Agility – with an ability to flex between the strategic and tactical, you manage competing and ever-changing priorities and maintain a balanced and methodical approach to problem solving.

• Communication expertise – you possess the ability to tailor your message and ideas to the audience to ensure understanding and consensus.
• The flexibility to work independently and as part of a broader team – you thrive in a team environment, are comfortable working independently, and know how to get things done in a virtual environment.
• Relationship builder – with a proven ability to influence at all levels, you’re able to quickly develop trusted connections and get work done through others.
• A commitment to innovation – you keep abreast of competitive developments and are always keen to formulate new ideas and problem solve.

The Must Haves:

• Self-motivated, must be able to work independently to prioritize activities and set functional goals/objectives
• Able to work well both in a team and independently
• Excellent interpersonal, communication, problem-solving, and client-facing skills to help strong relationships with the stakeholders and customers
• Able to prioritize and manage multiple tasks simultaneously
• Able to coordinate with and/or direct other team members to achieve planned business results
• Mindfulness to ensure data completeness and accuracy
• Must have computer ability and be well versed in MS Office
• Be comfortable working in a global organization
• 4 - 6 Year experience in services operations, Quotations, Commercial Approvals, Pricing and Metric type costing environment
• 3 - 4 Year bachelor’s degree in any field.

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