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For Companies At a Glance
- Tasks: Engage with top customers to enhance their experience and drive loyalty.
- Company: Ciena is a leader in high-speed connectivity, prioritising people and social impact.
- Benefits: Enjoy a flexible work environment that supports personal growth and well-being.
- Why this job: Be a vital part of customer success, making a real impact in the tech industry.
- Qualifications: 1-2 years in telecom with strong customer engagement skills required.
- Other info: Join a diverse team committed to respect and inclusion.
The predicted salary is between 28800 - 43200 £ per year.
As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.
Your Role
As Customer Success Advocate (CSA) you will be responsible for development and nurturing the relationships of Ciena’s Top Customers. The CSA promotes retention, loyalty and advocacy by developing & driving a World Class Customer Experience. The CSA is the primary contact for customer intake, onboarding, contract management and issues prevention and is ultimately responsible for End to End Service Lifecycle. CSA is absolutely vital to Ciena’s long-term growth & profitability. We will be successful when our customers recognize they are receiving tangible value from Ciena products and services.
Your Responsibilities
- Closely collaborating with Sales to facilitate a positive onboarding experience for new customers making sure expectations are documented, mutually agreed, and 100% achievable.
- Drive and influence value, usage and adoption of our products and services using analytics and methodologies.
- The CSA is Responsible for our customers End to End Service Lifecycle.
- Foster a success-oriented, accountable environment within the Services organization and company.
- Establish yourself as the trusted advisor with all customers by developing rock solid customer relationships across your customer’s business including Engineering, Operations, Finance, Procurement, and Implementation.
- Drive new business growth through greater advocacy and reference-ability.
- Maintain awareness of new customer activity, to aid in forecast of Service opportunities.
- Contribute to the ongoing development of new revenue opportunities, both product and service arising from customer engagements, network performance and issue resolution.
- Support pre-sales activities in collaboration with Sales teams, providing Services guidance in the bid and quote process of winning new business.
- Develop in-depth understanding of customer contracts & commitments related to delivery and outcomes.
- Understanding and preparing reports on associated risks and Liquidated Damages related to Services.
- Working with our delivery teams and closely monitoring Customer Indicators, ensure that post sales issues are proactively identified and resolved prior to customer realization or impact.
- Act as the quarterback for product and services challenges & critical issues; ensuring that all services delivery commitments are exceeded and that Ciena delivers a world class customer service experience whereby our customers are delighted.
- Provides timely information on progress towards major issue resolution and facilitates that resolution by bringing together the appropriate functional leads.
- Ensures implementation of a procedure to prevent problem reoccurrence and/or recommends products or services to better meet the customer’s needs.
- Working collaboratively with our Sales Team, facilitate accurate, on time renewals with identified new services driving improved outcomes for our customers (360° Motion).
- Establish a cadence to keep internal and external stakeholders updated on business and operational progress with periodic review sessions.
- Develop a firm understanding of the Revenue Recognition and Assurance process for your group of customers – ensuring all factors that may impact forecasted Revenue are understood and mitigated.
Minimum Requirement
- Min 1-2 years in telecom industry in a customer engagement role, preferable proven strong Services and Customer facing role experience.
- Excellent communication & presentations skills.
Preferred Requirement
- A highly energetic and relationship driven customer facing individual who is knowledgeable about the technology marketplace, dynamics, and trends and wants to make an impact on the future of communications.
- You bring to the organization the following proficiencies:
- Leadership qualities with high integrity.
- Out of the box problem solver – able to be a Change Agent.
- Ability to influence through persuasion, negotiation, and consensus building.
- Ideally some background of both pre-sales and post-sales experience.
- Strong analytical skills and a deep understanding of value drivers in recurring revenue business models with ability to translate data into meaningful insights.
- Demonstrate evidence of retaining and delighting customers in a large product and services organization spanning regional countries in the technology sector, preferably in Optical, Packet and/or Network Automation.
- Strong business judgment and ability to think through complex business issues.
- A dynamic personality that is collaborative, compassionate, passionate, and customer focused.
- Results-driven mentality, with a bias for speed and action and a relentless passion for increased revenue and growth.
- Interface and manage all levels of a matrix global organization.
Customer Success Advocate EMEA Services employer: Ciena
Contact Detail:
Ciena Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Advocate EMEA Services
✨Tip Number 1
Familiarise yourself with Ciena's products and services. Understanding their offerings will help you articulate how you can enhance customer experiences and drive value, which is crucial for a Customer Success Advocate.
✨Tip Number 2
Network with current or former employees of Ciena on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable during interviews.
✨Tip Number 3
Prepare to discuss your experience in customer engagement roles, particularly in the telecom industry. Be ready to share specific examples of how you've successfully retained customers and driven satisfaction.
✨Tip Number 4
Showcase your analytical skills by being prepared to discuss how you've used data to influence customer decisions or improve service delivery in past roles. This aligns well with the responsibilities of the position.
We think you need these skills to ace Customer Success Advocate EMEA Services
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Success Advocate at Ciena. Highlight your relevant experience in customer engagement and how it aligns with their focus on building strong relationships.
Tailor Your CV: Customise your CV to reflect the skills and experiences that are most relevant to the job description. Emphasise your communication skills, analytical abilities, and any experience in the telecom industry or customer-facing roles.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and your understanding of the technology marketplace. Use specific examples from your past experiences to demonstrate how you can contribute to Ciena's mission of delivering a world-class customer experience.
Highlight Relevant Achievements: In both your CV and cover letter, include quantifiable achievements that demonstrate your ability to drive customer satisfaction and retention. This could be through successful onboarding processes, resolving customer issues, or contributing to revenue growth.
How to prepare for a job interview at Ciena
✨Understand the Company Culture
Before your interview, take some time to research Ciena's people-first approach and their commitment to a flexible work environment. This will help you align your answers with their values and demonstrate that you are a good fit for their culture.
✨Showcase Your Customer Engagement Experience
Be prepared to discuss your previous roles in customer engagement, particularly in the telecom industry. Highlight specific examples where you successfully nurtured customer relationships and drove retention, as this is crucial for the Customer Success Advocate role.
✨Demonstrate Analytical Skills
Since the role involves using analytics to drive product adoption and value, be ready to share instances where you've used data to inform decisions or improve customer experiences. This will show your ability to translate insights into actionable strategies.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you handle challenging situations. Think of examples where you acted as a 'quarterback' in resolving issues and ensuring customer satisfaction, as this aligns with the responsibilities of the role.
