Customer Success Advocate

Overview

Join to apply for the Customer Success Advocate role at Ciena .

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.

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 a World Class 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.

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 methodologies.
• 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 & critical issues; 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 Requirements

Preferred Requirements

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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.

Equality 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.

Location

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Get notified about new Customer Success Advocate jobs in Malaysia .

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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