Customer Success Advocate – Tech Touch Centralization

🔥 10 minutes ago

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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

• Proactively identify customer’s goals and drive desired business outcomes • Align Ciena’s Services to meet customer needs to help retain, grow account recurring revenue, and reduce account churn • Conduct customer operational and business reviews at an appropriate cadence based on segment, highlighting customer success achievements, suggesting solutions to customer concerns, and driving identified improvement opportunities • Establish yourself as the trusted advisor for your book of business • Shepherd the customer journey through hand-offs, touchpoints, and milestones such as onboarding, managed services deployment, new product implementation, network growth, and escalations to deliver a maximized customer experience • Identify and drive upsell and cross-sell opportunities across your book of business • Share best practices and lessons learned within the internal Ciena Success community • Create and identify 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 and influence the value and adoption of our products and services using metrics developed in collaboration with other functional teams 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 and account growth • Complete and proper documentation of all customer interactions, escalations, problem-resolution, and relationship management

🎯 Requirements

• Passionate about maximizing your customers’ outcomes, experiences, and education • Naturally predictive and proactive in problem-solving • Excellent presentation skills • Passionate about being in a client-facing environment • Highly organized and effectively responsive to customer needs • Technologically savvy • Exceptional communication and conflict resolution skills • Enjoys a high degree of autonomy and independence • Thrives in thought leadership • Upbeat, positive, and with a good attitude focused on solving complex problems • Ability to influence through persuasion, negotiation, and consensus building • Naturally 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 of in both pre-sales and post-sales motions experience • Strong analytical skills and a deep understanding of value drivers and KPIs in recurring revenue business models • Ability to create, translate, and manipulate data into actionable insights • Strong critical thinking and complex problem-solving skills • Enjoys working in a collaborative environment with a team • 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 5+ years in technology industry in a customer success role in the technology industry

🏖️ Benefits

• Flexible work environment • Empower individual growth • Well-being programs