Customer Success Advocate

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

📋 Description

• Act as the main point of contact for customer inquiries, concerns, and escalations.

• Engage with customers, internal teams, and stakeholders, offering updates and solutions.

• Improve the overall Customer Experience by identifying and resolving customer pain points and areas for enhancement.

• Establish and uphold Customer Relationship Management practices.

• Address customer issues promptly and effectively, often in high-pressure situations.

• Encourage collaborative problem-solving among customers and team members.

• Provide insights on customer feedback, issue trends, and service performance for Management Reporting.

• Negotiate solutions that are advantageous for both Ciena and its customers.

• Work alongside internal departments and external partners to ensure smooth service delivery.

• Identify and resolve both technical and non-technical challenges faced by customers.

• Assist with Project Budgeting and Project Closing activities for customer-focused initiatives.

• Ensure successful Project Delivery for customer engagements.

• Oversee customer-centric projects from start to finish.

• Comprehend and convey product/service features while troubleshooting technical issues.

⛳️ Requirements

• Demonstrated experience in a customer service or customer advocacy position, ideally within a technology or telecommunications setting.

• Proven skills in Assertiveness, Communication, and Interpersonal Relationships.

• Strong knowledge and practical experience with Customer Experience (CX) principles and Customer Relationship Management.

• Outstanding Decision Making and Problem Solving skills.

• Background in Management Reporting and data analysis to enhance service quality.

• Skilled in Negotiation and Partnership Management.

• Solid grasp of Project Management methodologies, including Project Budgeting, Project Delivery, and Project Closing.

• Possess robust Technical Acumen to articulate complex technical concepts to various audiences.

• Capability to work both independently and collaboratively in a fast-paced, dynamic environment.

• Excellent organizational skills and a keen attention to detail.

🏝️ Benefits

• Flexible work environment.

• Initiatives focusing on employee growth, well-being, and a sense of belonging.

• Commitment to diversity, equity, and inclusion.

• Equal opportunity employment.

• Accommodations for individuals with disabilities and protected veterans.