Customer Support Operations Consultant

🕒 il y a 24 jours

🇺🇸 États-Unis – Télétravail

💵 $100 700 - $160 900 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

💝 Support Client

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

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Ciena

Site WebLinkedInTous les Emplois

5001 - 10000 employés

Fondée en 1985

📡 Télécommunications

🔧 Matériel

💰 Series C en 1995-12

Telecommunications • Hardware • Networking

Ciena est un leader mondial dans les systèmes optiques et de routage, les services et les logiciels d'automatisation. Nous construisons les réseaux les plus adaptatifs au monde pour répondre aux demandes numériques toujours croissantes et offrir des expériences plus riches et plus connectées à tous les utilisateurs. Depuis plus de trois décennies, nous apportons notre sens inné de l'humanité à notre quête incessante d'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

🎯 Exigences

• 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

🏖️ Avantages

• 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