Customer Success Advocate EMEA Services

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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Customer Success Advocate (CSA) Global Services : EMEA

Your Role

As Customer Success Advocate (CSA) you will be responsible for development and nurturing the relationships of Ciena’s Top Customers. The CSA promotes retention, loyalty and advocacy by developing & driving a World Class Customer Experience.  The CSA is the primary contact for customer intake, onboarding, contract management and issues prevention and is ultimately responsible for End to End Service Lifecycle.

CSA is absolutely vital to Ciena’s long-term growth & profitability. We will be successful when our customers recognize they are receiving tangible value from Ciena products and services.

Your Responsibilities

• Closely collaborating with Sales to facilitate a positive onboarding experience for new customers making sure expectations are documented, mutually agreed, and 100% achievable
• Drive and influence value, usage and adoption of our products and services using analytics and methodologies. The CSA is Responsible for our customers End to End Service Lifecycle.
• Foster a success-oriented, accountable environment within the Services organization and company.
• Establish yourself as the trusted advisor with all customers by developing rock solid customer relationships across your customer’s business including Engineering, Operations, Finance, Procurement, and Implementation.
• Drive new business growth through greater advocacy and reference-ability
• Maintain awareness of new customer activity, to aid in forecast of Service opportunities
• Contribute to the ongoing development of new revenue opportunities, both product and service arising from customer engagements, network performance and issue resolution.
• Support pre-sales activities in collaboration with Sales teams, providing Services guidance in the bid and quote process of winning new business.
• Develop in-depth understanding of customer contracts & commitments related to delivery and outcomes. Understanding and preparing reports on associated risks and Liquidated Damages related to Services.
• Working with our delivery teams and closely monitoring Customer Indicators, ensure that post sales issues are proactively identified and resolved prior to customer realization or impact
• Act as the quarterback  for product and services challenges & critical issues; ensuring that all services delivery commitments are exceeded and that Ciena delivers a world class customer service experience whereby our customers are delighted.
• Provides timely information on progress towards major issue resolution and facilitates that resolution by bringing together the appropriate functional leads.
• Ensures implementation of a procedure to prevent problem reoccurrence and/or recommends products or services to better meet the customer’s needs
• Working collaboratively with our Sales Team, facilitate accurate, on time renewals with identified new services driving improved outcomes for our customers (360° Motion)
• Establish a cadence to keep internal and external stakeholders updated on business and operational progress with periodic review sessions.
• Develop a firm understanding of the Revenue Recognition and Assurance process for your group of customers – ensuring all factors that may impact forecasted Revenue are understood and mitigated.

Minimum Requirement

• Min 1-2 years in telecom industry in a customer engagement role, preferable proven strong Services and Customer facing role experience
• Excellent communication & presentations skills

Preferred Requirement

A highly energetic and relationship driven customer facing individual who is knowledgeable about the technology marketplace, dynamics, and trends and wants to make an impact on the future of communications.

You bring to the organization the following proficiencies:

• Leadership qualities with high integrity.
• Out of the box problem solver – able to be a Change Agent
• Ability to influence through persuasion, negotiation, and consensus building
• Ideally some background of both pre-sales and post-sales experience
• Strong analytical skills and a deep understanding of value drivers in recurring revenue business models with ability to translate data into meaningful insights
• Demonstrate evidence of retaining and delighting customers in a large product and services organization spanning regional countries in the technology sector, preferably in Optical, Packet and/or Network Automation
• Strong business judgment and ability to think through complex business issues.
• A dynamic personality that is collaborative, compassionate, passionate, and customer focused.
• Results-driven mentality, with a bias for speed and action and a relentless passion for increased revenue and growth
• Interface and manage all levels of a matrix global organization

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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.