Customer Success Advocate – Tech Touch Centralization

This is a fully remote position, open to applicants in Brazil, +2 more states.

📋 Description

• Proactively identify the goals of customers and drive the desired business outcomes.

• Align Ciena's Services to address customer needs, aiding in account retention, revenue growth, and minimizing account churn.

• Conduct customer operational and business reviews at suitable intervals based on the segment, emphasizing customer success achievements, proposing solutions to concerns, and promoting identified improvement opportunities.

• Establish yourself as a trusted advisor for your portfolio of business.

• Guide the customer journey through hand-offs, touchpoints, and key milestones such as onboarding, managed services deployment, new product implementation, network growth, and escalations to ensure an enhanced customer experience.

• Identify and pursue upsell and cross-sell opportunities across your portfolio.

• Share best practices and lessons learned within the internal Ciena Success community.

• Develop and identify one-to-many solutions (such as KB articles, Success Stories, etc.) within the Portal and Community.

• Ensure all customers have access to and receive appropriate training in self-service options like the myCiena Portal & Community.

• Provide thought leadership in advancing global customer experience.

• Collaborate with relevant account team(s) to maintain seamless communication, execution, deployment, and engagement throughout the customer’s journey with Ciena.

• Drive and influence the value and adoption of our products and services using metrics developed in partnership with other functional teams by leveraging data analytics.

• Proactively monitor customer health indicators and respond accordingly.

• Be prompt and effective in addressing customer needs.

• Take responsibility for ensuring timely renewals and account growth.

• Complete and properly document all customer interactions, escalations, problem resolutions, and relationship management.

⛳️ Requirements

• Passionate about maximizing customer outcomes, experiences, and education.

• Naturally predictive and proactive in problem-solving.

• Excellent presentation abilities.

• Passionate about engaging in a client-facing environment.

• Highly organized and responsive to customer needs effectively.

• Technologically adept.

• Exceptional communication and conflict resolution skills.

• Enjoys a high degree of autonomy and independence.

• Thrives in thought leadership roles.

• Upbeat, positive, and focused on resolving complex problems.

• Capable of influencing through persuasion, negotiation, and consensus building.

• Naturally skilled at building relationships across a diverse customer base.

• Enjoys multitasking and excels in a fast-paced environment.

• Able to lead conversations and projects forward.

• Extensive experience in both pre-sales and post-sales motions.

• Strong analytical skills with a deep understanding of value drivers and KPIs in recurring revenue business models.

• Ability to create, translate, and manipulate data into actionable insights.

• Strong critical thinking and complex problem-solving abilities.

• Enjoys working collaboratively within a team environment.

• Results-driven mentality that balances speed and quality.

• Bachelor’s Degree in Business, Engineering, Marketing, or Communications preferred, or equivalent years of relevant work experience.

• Preferred 5+ years in a customer success role within the technology industry.

🏝️ Benefits

• Flexible work environment.

• Empower individual growth.

• Well-being programs.