Customer Success Advocate

Ciena; Abu Dhabi; On-site; AED 170,000 - 250,000; Full time

Job summary

Ciena is seeking a Customer Success Advocate to drive onboarding, build strong relationships across engineering, operations and implementation teams, and enable value realization from our products and services.

You will use data-driven methodologies to monitor health indicators, identify risks, and coordinate cross-functional responses, while exploring upsell opportunities in line with customer goals.

Qualifications

• Bachelor's degree in Business, Engineering, Communications or equivalent work experience.
• 2+ years in a telecommunications customer engagement role (customer success, technical support, service delivery, or related).
• Excellent written, verbal, and presentation communication skills for customers and internal stakeholders.
• Proven problem-solving approaches that drive positive change and continuous improvement.
• Ability to influence outcomes through persuasion, negotiation, and consensus-building across teams.

Responsibilities

• Lead customer onboarding activities in partnership with Sales, documenting goals and success criteria.
• Build trusted relationships across customer Engineering, Operations, and Implementation teams.
• Drive adoption of Ciena products and services through data analysis and customer success methodologies.
• Identify and qualify upsell and cross-sell opportunities aligned to customer goals and challenges, collaborating with Account Management.
• Monitor health indicators and success metrics to identify and mitigate post-sales risks.
• Orchestrate cross-functional responses to critical customer issues and drive timely resolution and communication.
• Conduct business reviews to communicate achievements, understand strategic priorities, and recommend solutions that increase customer value.

Skills

Communication skills

Problem solving

Stakeholder management

Data analysis

Education

Bachelor's degree

Job description

Job Description:

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.

Customer success at Ciena is central to long-term customer value, retention, and growth. The Customer Success Advocate (CSA) plays a key role in fostering customer relationships and helping customers realize value from Ciena products and services. The role serves as a trusted customer advocate throughout the customer lifecycle and contributes to successful business outcomes.

How you will make an impact:

• Lead customer onboarding activities in partnership with Sales, documenting customer goals, expectations, and success criteria.
• Build trusted relationships across customer Engineering, Operations, and Implementation teams.
• Drive adoption of Ciena products and services through data analysis and structured customer success methodologies.
• Identify and qualify upsell and cross-sell opportunities aligned to customer business goals and challenges, collaborating with Account Management teams.
• Monitor customer health indicators and success metrics to identify and mitigate post-sales risks.
• Orchestrate cross-functional responses to critical customer issues and drive timely resolution and communication.
• Conduct business and operational reviews to communicate achievements, understand strategic priorities, and recommend solutions that increase customer value.

The must haves:

• Education: Bachelor’s degree in a relevant field (e.g., Business, Engineering, Communications) or equivalent work experience.
• Experience: 2+ of experience in the telecommunications industry in a customer engagement role (e.g., customer success, technical support, service delivery, or a related field).
• Excellent written, verbal, and presentation communication skills for engagement with customers and internal stakeholders.
• Application of problem-solving approaches that drive positive change and continuous improvement.
• Ability to influence outcomes through persuasion, negotiation, and consensus-building across teams.

Nice to haves:

• Experience spanning both pre-sales and post-sales customer engagement activities.
• Demonstrated leadership behaviours grounded in integrity and customer satisfaction.
• Application of analytical techniques to generate actionable insights from data.
• Background in the telecommunications market and key service providers in the UAE and surrounding region.
• Collaborative, empathetic, customer-focused approach to stakeholder engagement.

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At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.

Ciena is anEqual Opportunity Employer, including disability and protected veteran status.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.