Offer summary

Qualifications:

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., Strong analytical skills and a deep understanding of value drivers in recurring revenue business models., Excellent presentation and communication skills..

Key responsibilities:

Proactively identify customer’s goals and drive desired business outcomes.

Conduct customer business and operational reviews to highlight success achievements and suggest solutions.

Establish yourself as the trusted advisor for your book of business and shepherd customers through various milestones.

Drive upsell/cross-sell opportunities and ensure customers are trained in self-service options.

Job description

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 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 with customer needs to help grow account recurring revenue and reduce account churn
Conduct customer business and/or operational reviews at an appropriate cadence based on segment where you will highlight customer success achievements, proactively suggest solutions to customer concerns, and drive identified improvement opportunities
Establish yourself as the trusted advisor for your book of business
Shepherd the customer through hand-offs, touchpoints, and milestones; such as: onboarding, managed services deployment, new product implementation, network growth, and escalations
Identify and drive upsell/cross-sell opportunities across your book of business
Share best practices and lessons learned within the internal Ciena Success community
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
Drive the value and adoption of our products and services 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
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
Predictive and proactive in problem-solving
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
Excels at thought leadership
Upbeat, positive, and can solution complex problems
Ability to influence through persuasion, negotiation, and consensus building
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
Extensive background in both pre-sales and post-sales motions
Strong analytical skills and a deep understanding of value drivers in recurring revenue business models
Ability to translate data into actionable insights
Strong critical thinking and complex problem-solving skills
Enjoys working in a collaborative environment
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 a customer success role in the technology industry
Microsoft Office suite proficient

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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.

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