Customer Success Advocate: Tech Touch Centralization

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.Ciena (NYSE:CIEN) is a global leader in optical and routing systems, services, and automation software. We build the world’s most adaptive networks to address ever-increasing digital demands for richer, more connected experiences for all users.Customer Success Advocates (CSAs) are responsible for retaining, growing, and minimizing churn across Ciena’s customer base. CSAs are a strategic advocate and participant are a key component in creating one-to-many solutions to strengthen Ciena’s customers’ experience, outcomes, and education.Job Description:Proactively identify customer’s goals and drive desired business outcomesAlign Ciena’s Services to with meet customer needs to help retain, grow account recurring revenue, and reduce account churnConduct customer operational and business and/or operational reviews at an appropriate cadence based on segment, where you will highlighting customer success achievements, proactively suggesting solutions to customer concerns, and driving identified improvement opportunitiesEstablish yourself as the trusted advisor for your book of businessShepherd the customer customer journey through hand-offs, touchpoints, and milestones; such as: onboarding, managed services deployment, new product implementation, network growth, and to escalations to deliver a maximized customer experienceIdentify and drive upsell/ and cross-sell opportunities across customer base your book of businessShare best practices and lessons learned within the internal Ciena Success communityCreate and identify one-to-many solutions (KB articles, Success Stories, etc) within the Portal and CommunityEnsure all customers have access to and are properly trained in self-service options such as the myCiena Portal & CommunityProvide thought leadership in evolving global customer experienceCollaborate with appropriate account team(s) to ensure seamless communication, execution, deployment, and engagement throughout the customer’s journey with Ciena Drivee and influence the value and adoption e, usage and adoption of our products and services using metrics developed in collaboration with other functional teams by leveraging data analyticsProactively monitor customer health indicators and respond accordinglyBe prompt and effective in responding to customer needsTake accountability for ensuring on-time renewals account growthComplete and proper documentation of all customer interactions, escalations, problem-resolution, and relationship management The must haves:Passionate about maximizing your customers’ outcomes, experiences, and educationNaturally predictive and proac...