Customer Success Advocate

About Ciena and Role Overview

Ciena, a global frontrunner in high-speed connectivity, emphasizes a people-centric culture fostering flexibility, personal growth, well-being, and inclusivity. Our technology is driven by human values, integrating business goals with impactful social and community contributions.

The Customer Success Advocate (CSA) is pivotal in nurturing lasting customer relationships to enhance retention and promote growth. As a trusted partner throughout the customer lifecycle, the CSA facilitates customers in maximizing the benefits of Ciena's products and services, ensuring successful business results.

Key Responsibilities

• Lead onboarding efforts collaborating with Sales, clearly documenting customer goals, expectations, and criteria for success.
• Cultivate strong, trustworthy partnerships with customer Engineering, Operations, and Implementation teams.
• Promote the adoption of Ciena's offerings by analyzing data and applying structured customer success methods.
• Spot and validate upsell and cross-sell opportunities aligned with customer business objectives, working closely with Account Management.
• Track customer health metrics to detect and address any post-sales risks promptly.
• Coordinate multi-department responses for critical customer issues, ensuring timely resolution and effective communication.
• Lead business and operational reviews to highlight achievements, comprehend strategic goals, and propose value-enhancing solutions.

Essential Requirements

• Possess a Bachelor's degree in a relevant discipline such as Business, Engineering, Communications, or have equivalent professional experience.
• Have at least two years of industry experience in telecommunications within roles involving customer success, technical support, service delivery, or related functions.
• Demonstrate outstanding abilities in written, verbal, and presentation communication engaging both customers and internal teams.
• Employ problem-solving techniques fostering positive change and ongoing process improvements.
• Skillfully influence results through persuasion, negotiation, and building consensus among diverse teams.

Desirable Qualifications

• Experience covering both pre-sales and post-sales customer engagement activities.
• Exhibit leadership driven by integrity and dedication to customer satisfaction.
• Apply analytical methods to extract actionable insights from data.
• Background knowledge of the telecommunications sector and principal service providers in the UAE and neighboring regions.
• Adopt a collaborative, empathetic, and customer-centered approach in stakeholder interactions.

Diversity and Inclusion Commitment

Ciena is dedicated to cultivating a workplace where employees feel respected, appreciated, and heard. We uphold diversity and treat employees as unique individuals, strictly prohibiting discrimination. We are an Equal Opportunity Employer inclusive of individuals with disabilities and protected veterans. Applicants requiring accommodations during the hiring process should notify us accordingly.