Customer Support Operations Consultant

🕒 6 days ago

🇺🇸 United States – Remote

💵 $100.7k - $160.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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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 Services opportunity development across target verticals to build and sustain pipeline • Develop opportunity-specific pre-sales content aligned to customer operational requirements • Manage end-to-end pre-sales support activities in partnership with sales teams • Analyze competitor strategies and translate findings into actionable offer positioning and go-to-market inputs • Deliver reporting on pipeline health, deal progression, and business development performance metrics • Design and own ITIL-aligned service management processes across incident, problem, change, configuration, release, and service request domains • Produce service management process artefacts including process maps, RACI models, workflows, and documented procedures

🎯 Requirements

• Degree in Computer Science, Information Systems, Business, or a related discipline • 5+ years of experience in business development, sales, or strategic partnerships within a technology or professional services environment • 3+ years of experience in IT Service Management, including at least 1 year focused on process design and architecture • Demonstrated application of commercial principles to structure and negotiate business agreements • Leadership of customer interviews and working sessions with network operations stakeholders to gather operational requirements • Application of customer experience analysis across service interactions, including volume, quality, information value, and emotional journey • Utilization of productivity and process mapping tools including PowerPoint, Excel, Visio, or Lucid

🏖️ Benefits

• Medical, dental, and vision plans • Participation in 401(K) (USA) & DCPP (Canada) with company matching • Employee Stock Purchase Program (ESPP) • Employee Assistance Program (EAP) • Company-paid holidays • Paid sick leave • Vacation time