Jr. Customer Success Advocate

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.

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/ and cross-sell opportunities across customer base our book of business
• Share best practices and lessons learned within the internal Ciena Success community
• Create and identify 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
• Excellent presentation skills
• Thrives in a client-facing environment
• Highly organized and technologically savvy
• Exceptional communication and conflict resolution skills
• Enjoys a high degree of autonomy and independence
• Ability to influence through persuasion, negotiation, and consensus building
• Skilled in building relationships across a diverse customer base
• Bachelor’s Degree in Business, Engineering, Marketing or Communications preferred or relevant years of work experience
• Preferred 2+ years in a customer success role in the technology industry
• Microsoft Office suite proficient

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