Associate, Customer Success Advocacy

Join Our Team as an Associate, Customer Success Advocacy

At Ciena, we are looking for a Customer Success Advocate to enhance customer experiences in the EMEA region. In this role, you will build strong relationships with our customers, ensure smooth service delivery, and drive customer retention and growth.

About the Role

As a Customer Success Advocate, you will be a key player in managing customer programs and services. You will work with various teams to ensure that our customers receive the best possible experience.

What You'll Do

• Initiate new programs, ensuring all stakeholders understand deliverables aligned with commercial terms.
• Oversee the successful delivery of programs and services by coordinating resources across teams.
• Develop project and resource plans to effectively meet program requirements.
• Form and manage cross-functional virtual teams to fulfill program needs.
• Support pre-sales activities by providing services guidance during the bid and quote process.
• Analyze customer contracts to ensure delivery aligns with expected outcomes.
• Monitor customer indicators to proactively identify and resolve post-sales issues.
• Act as the main point of contact for product and service challenges, exceeding delivery commitments.
• Understand and mitigate factors affecting revenue recognition for assigned customers.

What We're Looking For

• Bachelor’s degree in Engineering or a related field, with up to 12 months of relevant project management experience preferred.
• Prince2 / PMP Certification preferred.
• Ability to work in a matrix organization, demonstrating strong influencing and collaborative skills across teams.
• Strong program management skills to keep engagements on schedule with clear communication.
• Ability to influence through persuasion, negotiation, and consensus-building.
• A dynamic personality that is collaborative and customer-focused.

Nice to Have

• Critical thinking skills to analyze complex problems and generate solutions.
• Strong judgment and decisiveness in making decisions among competing alternatives.
• Outstanding planning, scheduling, and coordination abilities.
• Familiarity with technology, services, and business acumen.

What We Offer

Ciena offers a culture that prioritizes a flexible work environment, supporting individual growth and well-being. We are committed to building a diverse workforce where every employee feels respected and valued.

We are an Equal Opportunity Employer, including disability and protected veteran status. If you need accommodation during the job application process, please let us know.

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