Customer Success Advocate — Onboarding & Adoption

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

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.