Customer Success Advocate

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.

As a Customer Service Advocate at Ciena Limited, you will be a key point of contact for our customers, ensuring their satisfaction and success through expert support and relationship management. You will champion customer needs, resolve complex issues, and contribute to the continuous improvement of our service delivery.

Job Responsibilities:**

* Serve as the primary point of contact for customer inquiries, issues, and escalations, demonstrating strong assertiveness to advocate for their needs.
* Communicate effectively with customers, internal teams, and stakeholders, providing clear and concise updates and solutions.
* Enhance the overall Customer Experience (CX) by proactively identifying and addressing customer pain points and opportunities for improvement.
* Develop and maintain strong Customer Relationship Management practices, fostering long-term partnerships.
* Exercise sound Decision Making to resolve customer issues efficiently and effectively, often under pressure.
* Cultivate positive Interpersonal Relationships with customers and colleagues to facilitate collaborative problem-solving.
* Contribute to Management Reporting by providing insights on customer feedback, issue trends, and service performance.
* Utilize strong Negotiation skills to find mutually beneficial solutions for Ciena and its customers.
* Engage in Partnership Management, collaborating with internal departments and external partners to deliver seamless service.
* Apply advanced Problem Solving techniques to diagnose and resolve technical and non-technical customer challenges.
* Support Project Budgeting and Project Closing activities related to customer-facing initiatives.
* Oversee and ensure successful Project Delivery for customer engagements, meeting deadlines and quality standards.
* Manage various aspects of Project Management for customer-centric projects, from initiation to completion.
* Leverage Technical Acumen to understand and articulate product/service features and troubleshoot technical issues effectively.

Job Qualifications:**

* Proven experience in a customer service or customer advocacy role, preferably within a technology or telecommunications environment.
* Demonstrated proficiency in Assertiveness, Communication, and Interpersonal Relationships.
* Strong understanding and practical application of Customer Experience (CX) principles and Customer Relationship Management.
* Exceptional Decision Making and Problem Solving abilities.
* Experience with Management Reporting and data analysis to drive service improvements.
* Adept at Negotiation and Partnership Management.
* Solid understanding of Project Management methodologies, including Project Budgeting, Project Delivery, and Project Closing.
* Possess strong Technical Acumen to understand and explain complex technical concepts to diverse audiences.
* Ability to work independently and collaboratively in a fast-paced, dynamic environment.
* Excellent organizational skills and attention to detail.

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.