Customer success advocateCiena

Since 1992, Ciena has been driven by a relentless pursuit of network innovation. We believe in a network that grows smarter, more agile, and more responsive every day. This means that when you digitally interact in your world - picking up the phone, streaming video, texting a friend or loved one - your interactions are being enabled by Ciena technologies. Ciena makes your social / entertainment / business existence REAL.
No candidate will meet every single desired qualification. If your experience looks a little different from what we've identified below and you think you can bring value to the role, we'd love to learn more about you!
Your Role
As Customer Success Advocate (CSA) you will be responsible for development and nurturing the relationships of Ciena's Top Customers. The CSA promotes retention, loyalty and advocacy by developing & driving the customer experience. The CSA is the primary contact for customer intake, onboarding, contract management and issues prevention, creating a near effortless journey throughout the customers lifecycle.
CSA is absolutely 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.
Your Responsibilities
Closely collaborating with Sales to facilitate a positive and welcoming onboarding experience for our customers making sure expectations are documented, mutually agreed, and 100% achievable
Develop Customer Playbooks that define and document Key Success Indicators based on defined Customer Persona's, Customer engagement plans, and a comprehensive Customer Success Strategic Plan.
Drive and influence value, usage and adoption of our products and services using analytics and best practices.
Foster a success-oriented, accountable environment within the Services organization and company.
Establish yourself as the de facto trusted advisor with all customers by developing rock solid customer relationships across your customer's business including Engineering, Operations, Finance, Procurement, and Implementation.
Drive new business growth through greater advocacy and reference-ability
Working with our delivery teams and closely monitoring Customer Success Indicators, ensure that post sales issues are proactively identified and resolved prior to customer realization or impact
Act as the quarterback for product and services challenges & escalations; ensuring that all services delivery commitments are exceeded and that Ciena delivers a world class customer service experience whereby our customers are delighted.
Provides timely information on progress towards major issue resolution and facilitates that resolution by bringing together the appropriate functional leads.
Ensures implementation of a procedure to prevent problem reoccurrence and/or recommends products or services to better meet the customer's needs
Working collaboratively with our Sales Team, facilitate accurate, on time renewals with identified new services driving improved outcomes for our customers (360° Motion)
Establish a cadence to keep internal and external stakeholders updated on business and operational progress with periodic review sessions.
Minimum requirement
Bachelor's Degree in Marketing/Communications or equivalent with relevant years work experience.
Min 10+ years in technology industry in a customer engagement senior role, preferable proven strong Services and Customer facing role experience
Excellent communication & presentations skills
Preferred Requirement
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're looking for a company where you have the opportunity to pursue your interests across multiple business functions and geographies. You bring to the organization the following competencies:
Leadership qualities with high integrity.
Out of the box thinker - Change Agent
Ability to influence through persuasion, negotiation, and consensus building
Ideal a combined background of both pre-sales and post-sales experience
Strong analytical skills and a deep understanding of value drivers in recurring revenue business models with ability to translate data into actionable insights.
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, preferably in Optical, Packet and/or Network Automation
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
Interface and manage all levels of a matrix global organization
Proven track record of working directly with customers under challenging circumstances.
#LI-SM
Being You @ Ciena
As part of our commitment to diversity and inclusion, we want to foster an environment that values and respects all individual's strengths, perspectives, ideas, and ability to meet the needs of our customers globally. Ciena values the diversity of its workforce and respects its employees as individuals, regardless of race, ethnicity, religion, gender, age, national origin, disability, sexual orientation, veteran or marital status or any other category protected by applicable law. We do not tolerate any form of discrimination. Ciena is also committed to compliance with all fair employment practices regarding citizenship and immigration status. If contacted in relation to a job opportunity, you should advise Ciena in a timely fashion of the specific accommodation measures required for you to be assessed in a fair and equitable manner.
We do not charge any fee for employment and the same applies to the Recruitment Partners we work with. Additionally, we do not ask for any refundable security deposit to be paid in bank accounts for employment purposes. We request candidates to be cautious of misleading communications and not pay any fee/ deposit to individuals/ agencies/ employment portals on the pretext of attending Ciena's interview process or seeking employment with us.
Ciena

Manila City, Metro Manila
Permanent
Full-time