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.
Ciena (NYSE:CIEN) is a integral 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.
Customer Success Advocates (CSAs) are responsible for retaining, growing, and minimizing churn across Ciena’s customer base. CSAs are a strategic advocate and participant are a key component in creating one-to-many solutions to strengthen Ciena’s customers’ experience, outcomes, and education.
Job Description:
Proactively identify customer’s goals and drive desired business outcomes
Align Ciena’s Services to with meet customer needs to help retain,
grow account recurring revenue, and reduce account churn
Conduct customer operational and business and/or operational reviews at an appropriate cadence based on segment, where you will highlighting customer success achievements, proactively suggesting solutions to customer concerns, and driving identified improvement opportunities
Establish yourself as the trusted advisor for your book of business
Shepherd the customer customer journey through hand-offs, touchpoints, and milestones; such as: onboarding, managed services deployment, new product implementation, network growth, and to escalations to deliver a maximized customer experience
Identify and drive upsell/ and cross-sell opportunities across customer base 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 Po