Associate, Customer Success Advocacy

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.

Join Ciena as a Customer Success Advocate (CSA) EMEA Services and Transform Customer Experiences!
Are you passionate about building lasting customer relationships, driving world-class experiences, and ensuring smooth service delivery? At Ciena, we are looking for an energetic and relationship-driven individual to join our team as a Customer Success Advocate. Be the key driver of retention, loyalty, and growth for our top customers while contributing to the future of communications.

How You Will Contribute:

• Conduct formal initiation of new programs to ensure all stakeholders clearly understand deliverables aligned with commercial terms.

• Oversee successful delivery of programs and services by leveraging resources across functional teams.

• Develop project and resource plans to address program requirements effectively.

• Form and manage cross-functional virtual teams to meet program needs.

• Support pre-sales activities alongside Sales teams by providing services guidance during the bid and quote process.

• Analyze customer contracts and commitments to ensure delivery aligns with expected outcomes.

• Monitor customer indicators to proactively identify and resolve post-sales issues before impact.

• Act as the quarterback for product and service challenges, exceeding delivery commitments.

• Understand and mitigate factors affecting revenue recognition and assurance for assigned customers.
   

The Must Haves:

• Bachelor’s degree in Engineering or related field with up to 12 months of relevant project management experience preferred.

• Prince2 / PMP Certification preferred.

• Proven ability to work in a matrix organization, demonstrating strong influencing and collaborative skills across multiple teams.

• Strong program management skills, ensuring engagements remain on schedule with clear communication to all parties.

• Ability to influence through persuasion, negotiation, and consensus-building.

• Dynamic personality, collaborative, passionate, and customer-focused.
   

Nice to Haves:

• Critical thinker capable of analyzing complex problems and generating solutions.

• Strong judgment and decisiveness in delivering decisions amidst competing alternatives.

• Outstanding planning, scheduling, and coordination abilities.

• Familiarity with technology, services, and business acumen.

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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.

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.