Customer Engagement Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the onboarding process of Managed Service delivery projects, overseeing everything from quote acceptance to service initiation and monthly performance reporting.

• Execute project scope while ensuring adherence to and optimization of schedules, costs, and resources.

• Oversee deliverables from Ciena, partners, and third-party vendors.

• Serve as the primary liaison to the customer’s program leader, ensuring customer satisfaction throughout the project lifecycle.

• Act as the escalation point for managed service delivery activities.

• Function as a hands-on project manager for multiple simultaneous projects.

• Create and deliver executive-level project communications.

• Track project progress and manage stakeholder engagement effectively.

• Identify, manage, and mitigate project risks proactively.

• Collaborate with Services, product teams, supply chain, and sales departments.

• Monitor incident management and provide updates on critical or escalated incidents.

• Coordinate technical support to resolve operational issues and cater to customer needs.

• Develop, implement, and oversee processes designed to enhance customer satisfaction.

• Follow up on outstanding action items to ensure commitments are fulfilled.

• Supervise field engineers in various locations who are responsible for physical maintenance or resolving critical equipment issues.

⛳️ Requirements

• More than 8 years of relevant experience in the Information and Communications Technology (ICT) sector.

• Previous program/project management experience focused on managed services related to optical, cloud, or virtualization delivery projects.

• Excellent negotiation skills with both customers and resource owners.

• Capability to mentor and lead through influence and collaboration.

• Exceptional written, verbal, and presentation communication skills.

• Strong analytical and quantitative skills.

• Keen attention to detail in statements of work.

• Proficient in customer and partner engagement.

• Self-driven and focused on customer satisfaction.

• Ability to oversee incident management and ensure timely resolutions in accordance with SLAs.

• Capable of providing updates on critical or escalated incidents.

• Competent in coordinating technical support for operational challenges and customer requirements.

• Skilled in developing, implementing, and monitoring processes for customer satisfaction.

• Ability to follow through on action items and ensure commitments are met.

• Competent in overseeing field engineer coordination across various locations.

• Bachelor's degree in electrical engineering, computer engineering, computer science, business, or equivalent experience.

• Proven proficiency in desktop applications, project management software, and financial tools.

• Willingness to travel to support customer projects.

• Experience with managed services and build-operate-transfer projects is advantageous.

• PMP certification is a plus.

• Certifications in virtualization and networking technologies are beneficial.

• An MS or MBA degree is valuable.

• Experience with multivendor and software professional services is preferred.

• ITIL v4/6 Foundation ITSM Certification is required.

• Experience with service providers is highly desirable.

🏝️ Benefits

• Opportunities for professional development.

• Flexible work arrangements available.

• Comprehensive medical, dental, and vision plans.

• 401(k) (USA) and DCPP (Canada) with company matching contributions.

• Employee Stock Purchase Program (ESPP).

• Employee Assistance Program (EAP) for support.

• Company-paid holidays.

• Paid sick leave and vacation time.

• Paid Family Leave and other types of leave of absence.

• Eligibility for discretionary incentive bonuses for non-Sales employees.

• Sales commission eligibility for Sales employees.