Customer Engagement Manager

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $82.3k - $131.5k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

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This company has sponsored H1B visas in the past.

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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 onboarding of Managed Service delivery projects from quote reception through service turn-up and monthly performance reporting • Deliver project scope while adhering to and optimizing schedules, costs, and resources • Manage Ciena, partner, and third-party deliverables • Act as counterpart to the customer’s program leader to ensure customer satisfaction • Serve as escalation point for managed service delivery activities • Act as hands-on project manager for multiple projects • Prepare and present executive-level project communications • Track projects and manage stakeholders • Identify, manage, and mitigate project risks • Collaborate with Services, product teams, supply chain, and sales • Monitor incident management and provide updates on hot or escalated incidents • Coordinate technical support to address operational issues and customer needs • Develop, implement, and monitor processes to increase customer satisfaction • Follow up on open action items and ensure commitments are met • Oversee field engineers in different locations performing physical maintenance or fixing critical equipment issues

🎯 Requirements

• 8+ years of relevant experience in the Information and Communications Technology (ICT) field • Prior program/project management responsibilities for managed services involving optical, cloud, or virtualization delivery projects • Strong negotiation skills with customers and resource owners • Ability to mentor and lead by influence and collaboration • Excellent written, verbal, and presentation communication skills • Strong quantitative skills • Attention to statement of work details • Customer- and partner-facing skills • Self-motivated and customer-focused • Ability to monitor incident management and ensure timely resolution against SLAs • Ability to provide updates on hot or escalated incidents • Ability to coordinate technical support for operational issues and customer needs • Ability to develop, implement, and monitor customer-satisfaction processes • Ability to follow up on action items and ensure commitments are met • Ability to oversee field-engineer coordination across different locations • Bachelor’s degree in electrical engineering, computer engineering, computer science, business, or equivalent experience • Demonstrated skills in desktop applications, project management tools, and financial tools • Ability to travel to support customer projects • Experience with managed services and build-operate-transfer projects is a plus • PMP certification is a plus • Virtualization and networking technology certifications are a plus • MS or MBA is valuable • Experience with multivendor and software professional services is preferred • ITIL v4/6 Foundation ITSM Certification • Service Provider experience is highly desirable

🏖️ Benefits

• Development opportunities • Flexible work arrangements • 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