Customer Success Advocate: Tech Touch Centralization

Ciena
Brazil, Argentina, Mexico
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementExperience: 5+ yearsEducation: bachelorsSkills: ["Communication","Conflict resolution","Problem-solving","Presentation skills","Customer focus"]

Drive customer outcomes by proactively identifying goals, aligning Ciena services to customer needs, and helping retain and grow recurring revenue while reducing churn. Serve as a trusted advisor for a book of business, guide the customer journey through onboarding and deployment milestones, and uncover upsell/cross-sell opportunities. Conduct operational reviews, monitor customer health, use analytics to influence adoption, and ensure timely renewals with complete documentation and internal knowledge sharing.

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FursaFursa
Ciena
Ciena
1 month ago

Customer Success Advocate: Tech Touch Centralization

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 29 days agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Drive customer outcomes by proactively identifying goals, aligning Ciena services to customer needs, and helping retain and grow recurring revenue while reducing churn. Serve as a trusted advisor for a book of business, guide the customer journey through onboarding and deployment milestones, and uncover upsell/cross-sell opportunities. Conduct operational reviews, monitor customer health, use analytics to influence adoption, and ensure timely renewals with complete documentation and internal knowledge sharing.
Location: Brazil, Argentina, Mexico
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Proactively identify customer goals and drive desired business outcomes to retain and grow accounts while reducing churn.
  • •Align Ciena services to customer needs; conduct customer operational and business reviews at an appropriate cadence to highlight achievements and surface improvement opportunities.
  • •Establish trusted-advisor relationships and shepherd the customer journey across hand-offs, touchpoints, and milestones (e.g., onboarding, managed services deployment, new product implementation, network growth, escalations).
  • •Identify and drive upsell and cross-sell opportunities across your book of business.
  • •Monitor customer health indicators, ensure on-time renewals and complete documentation of customer interactions and escalations, and influence adoption using metrics and data analytics.

Key Requirements

  • •5+ years in the technology industry in a customer success role.
  • •Bachelor’s degree in Business, Engineering, Marketing, or Communications (or relevant work experience).
  • •Excellent presentation, communication, and conflict resolution skills.
  • •Strong analytical skills, including translating data into actionable insights and understanding value drivers/KPIs in recurring revenue models.
  • •Technologically savvy; able to be client-facing and highly responsive, organized, and autonomous.
Experience:5+ yearsTechnology industryCustomer successRecurring revenue
Education:Bachelor's
Skills:CommunicationConflict resolutionProblem-solvingPresentation skillsCustomer focus
Tech Stack:Microsoft WordOffice suiteMyCiena PortalPortalCommunity

Company Brief

Ciena
Provides networking systems, software, and services that enable service providers, cloud operators, and enterprises to deliver high-capacity connectivity and adaptive network solutions worldwide.
Industry: Networking Equipment
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Hanover, United States
Founded: 1992
Glassdoor
Glassdoor: 3.8
WebsiteLinkedIn