Customer Engagement Manager

🕒 September 29

🇺🇸 United States – Remote

💵 $82.3k - $131.5k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Ciena

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1985

📡 Telecommunications

🔧 Hardware

💰 Series C on 1995-12

Telecommunications • Hardware • Networking

Ciena 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. For three-plus decades, we’ve brought our innate sense of humanity to our relentless pursuit of innovation.

📋 Description

• Drive managed service onboarding projects from quote acceptance through service activation and ongoing performance reporting • Deliver project scope while optimizing schedules, costs, resources, and third-party deliverables • Lead customer engagement activities and serve as the escalation point for managed service delivery matters • Manage multiple customer projects and coordinate stakeholder communications • Present executive-level project updates, tracking reports, and status communications • Identify, assess, and mitigate project risks throughout the project lifecycle • Collaborate with Services, Product, Supply Chain, Sales, partner, and customer teams to achieve project objectives • Monitor incident management activities and coordinate resolution in alignment with service level agreements • Manage customer communications, escalated incidents, action items, and service delivery activities to support customer satisfaction • Coordinate technical support and field engineering activities to address operational issues and critical equipment maintenance requirements

🎯 Requirements

• Bachelor’s degree in electrical engineering, computer engineering, computer science, business, or equivalent experience • 8+ years of relevant experience in the Information and Communications Technology (ICT) field • Program or project management responsibilities supporting managed services, optical, cloud, or virtualization delivery projects • Application of negotiation, influence, collaboration, customer-facing communication, and statement of work management practices • Ability to monitor incident management activities and coordinate resolution in alignment with service level agreements • Ability to manage customer communications, escalated incidents, action items, and service delivery activities • Ability to coordinate technical support and field engineering activities • Demonstrated skills utilizing desktop applications, project management tools, and financial tools • Ability to travel in support of customer projects • Experience with managed services and build-operate-transfer projects preferred • PMP certification and virtualization or networking technology certifications preferred • Experience with multivendor and software professional services supporting communication service provider or enterprise customers preferred • ITIL v4/6 Foundation ITSM Certification preferred • Service Provider experience preferred

🏖️ Benefits

• Development opportunities • Flexibility • Medical, dental, and vision plans • 401(k) (USA) and DCPP (Canada) with company matching • Employee Stock Purchase Program (ESPP) • Employee Assistance Program (EAP) • Company-paid holidays • Paid sick leave • Vacation time • Paid Family Leave and other leaves of absence • Discretionary incentive bonus eligibility for non-Sales employees • Sales commission eligibility for Sales employees