Customer Success Advocate

This is a fully remote position, open to applicants in United Arab Emirates (UAE).

📋 Description

• Oversee customer onboarding processes alongside the Sales team, capturing customer objectives, expectations, and criteria for success.

• Establish strong relationships with customer Engineering, Operations, and Implementation teams.

• Promote the adoption of Ciena products and services using data analysis and structured methodologies for customer success.

• Recognize and assess upsell and cross-sell opportunities that align with customer business objectives and challenges, in collaboration with Account Management teams.

• Track customer health metrics and success indicators to identify and address post-sales risks.

• Coordinate cross-functional responses to urgent customer issues, ensuring timely resolution and communication.

• Perform business and operational reviews to share accomplishments, grasp strategic priorities, and suggest solutions that enhance customer value.

⛳️ Requirements

• Bachelor’s degree in a relevant discipline (e.g., Business, Engineering, Communications) or equivalent professional experience.

• Over 2 years of experience in the telecommunications sector in a customer-facing role (e.g., customer success, technical support, service delivery, or a related area).

• Exceptional written, verbal, and presentation communication abilities.

• Problem-solving skills that foster positive change and ongoing improvement.

• Capability to influence outcomes through persuasion, negotiation, and team consensus-building.

• Experience encompassing both pre-sales and post-sales customer engagement activities.

• Leadership qualities rooted in integrity and a commitment to customer satisfaction.

• Analytical skills to derive actionable insights from data.

• Familiarity with the telecommunications market and key service providers in the UAE and nearby regions.

• A collaborative, empathetic, and customer-centric approach to stakeholder engagement.

🏝️ Benefits

• Flexible work environment.

• Equal opportunity employment.

• Inclusion of individuals with disabilities and protected veteran status.

• Workplace accommodations available upon request.