As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.
Rewarding experience. Meaningful outcomes.
Making a difference in people's lives through design and implementation of leading network technologies. That's what motivates us.
Embrace inclusion. Celebrate diversity. Champion ideas. From across the table to around the world, our path to innovation comes from our friendly environment and outstanding people. That's the Ciena network.
As Customer Success Advocate, you will be responsible for developing and nurturing the relationships of Ciena’s Top Customers. The Success Advocate promotes retention, loyalty, and advocacy by developing & driving a world-class customer Experience. The Success Advocate is the primary contact for driving customer outcomes, customer intake, onboarding, and issue prevention by ensuring alignment between operations and contractual requirements to proactively prevent issues, creating a near effortless journey throughout the customer's lifecycle.
Customer Success is vital to Ciena’s long-term growth & profitability. We will be successful when our customers recognize they are receiving tangible value from Ciena products and services.
The Contribution:
- Align Ciena’s services to strategically meet customer needs to retain as well as expand business, and deepen the relationship
- Establish yourself as the de facto trusted advisor with all customers by developing rock-solid customer relationships across your customers’ business, including Engineering, Operations, Finance, Procurement, and Implementation.
- Foster a success-oriented, accountable environment within the Services organization and company.
- Closely collaborate with Sales to deliver a positive and welcoming onboarding experience for our customers making sure the Customers Success Value Points and Outcomes are fully understood and documented.
- Ensure that key hand-offs during the customer lifecycle are executed flawlessly with no negative impact on the customer experience.
- Meet with customers to understand their goals and the value Ciena can bring to their business by identifying upsell and cross-sell opportunities that can help Customer expand & improve their business.
- Collaborating with Account Management and Delivery & Service teams, foster a success-oriented and accountable environment, ensure that Ciena’s customers achieve their desired outcomes, and maximize the value of Ciena’s Services.
- Drive and influence the value, usage, and adoption of our products and services using metrics developed collaboratively with other functional teams. Leverage understanding of data analytics and best practices.
- By closely monitoring customer success, health, and key indicators, and close Customer interaction, take the lead in proactively resolving customer-specific product and service issues before a negative impact on the Customer Experience.
- Work collaboratively with our Sales Team and the Customer Technical Advocate to assist with accurate and on-time renewals with new services identified that drive improved outcomes for our customers.
- Conduct regular customer operational and business reviews, highlighting customer success achievements, proactively suggesting solutions to customer concerns, and driving identified improvement opportunities
Success will evidence itself in the following ways:
- Customer delight
- Expanded account revenue through cross-sell and up-sell
- Increased Customer retention and lower churn rate, increased and faster product adoption, increased customer satisfaction, and overall improved customer health scores
- Increased business growth through greater advocacy and reference ability
- Defined and established operational tracking metrics for the team and customer
- Fostered collaboration within the team and across the customer lifecycle
Ideal Profile:
A highly energetic and relationship-driven customer-facing individual who is knowledgeable about the technology marketplace, dynamics, and trends, and wants to make an impact on the future of communications. You are looking for a company where you can pursue your interests across multiple business functions and geographies.
You bring to the organization the following competencies:
You bring to the organization the following competencies:
- Minimum 10+ years in the technology industry in a senior role related to customer engagement or success, preferably in a Services role
- Leadership qualities with high integrity.
- Out of the box thinker – Change Agent
- Ability to influence through persuasion, negotiation, and consensus building
- Ideally, a combined background of both pre-sales and post-sales experience
- Strong analytical skills and a deep understanding of value drivers and KPI in recurring revenue business models with the ability to translate data into actionable insights and improved customer success
- Relentless passion to drive business growth
- Demonstrated years of retaining and delighting customers in a large product and services organization spanning regional countries in the technology sector
- Breadth of technology, Services, and strong business acumen.
- Strong business judgment and ability to think through complex business issues.
- A dynamic personality that is collaborative, empathetic, passionate, and customer-focused.
- Results-driven mentality, with a bias for speed and action, and a relentless passion for increased revenue and growth
- Bachelor’s Degree in Business, Engineering, Marketing, or Communications preferred or relevant years of work experience.
- Excellent communication & presentation skills
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Interface and manage all levels of a global organization
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At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.
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to get relevant job alerts straight to your inbox.At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.
Ciena is an Equal Opportunity Employer, including disability and protected veteran status.
If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.
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