Customer Success Advocate

🔥 1 minute ago

🇨🇳 China – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🗣️ Customer Advocate

👻 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

• Serve as the primary point of contact for customer inquiries, issues, and escalations • Communicate with customers, internal teams, and stakeholders, providing updates and solutions • Enhance the overall Customer Experience by identifying and addressing customer pain points and improvement opportunities • Develop and maintain Customer Relationship Management practices • Resolve customer issues efficiently and effectively, often under pressure • Foster collaborative problem-solving with customers and colleagues • Provide customer feedback, issue trend, and service performance insights for Management Reporting • Negotiate mutually beneficial solutions for Ciena and its customers • Collaborate with internal departments and external partners to deliver seamless service • Diagnose and resolve technical and non-technical customer challenges • Support Project Budgeting and Project Closing activities for customer-facing initiatives • Ensure successful Project Delivery for customer engagements • Manage customer-centric projects from initiation to completion • Understand and articulate product/service features and troubleshoot technical issues

🎯 Requirements

• 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

🏖️ Benefits

• Flexible work environment • Employee growth, well-being, and belonging initiatives • Diversity, equity, and inclusion commitment • Equal opportunity employment • Disability and protected veteran accommodations