Customer Success Advocate: Tech Touch Centralization

Ciena; Argentina; Presencial; ARS 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Ciena is seeking Customer Success Advocates (CSAs) to retain, grow, and minimize churn across its customer base. You will align services to meet customer needs, conduct business reviews, and act as a trusted advisor through onboarding, deployment, and renewals.

Ideal candidates bring 5+ years in technology customer success, excellent communication, strong analytics, and a collaborative mindset to drive value and customer outcomes.

Formación

• Experience building trusted relationships with enterprise customers.
• Strong written and verbal communication across audiences.
• Proven ability to influence and drive adoption of services.

Responsabilidades

• Proactively identify customer goals and drive desired business outcomes
• Align Ciena’s Services to meet customer needs to retain, grow account recurring revenue, and reduce churn
• Conduct customer reviews and highlight success, opportunities, and recommendations
• Establish yourself as the trusted advisor for your book of business
• Own customer journey from onboarding to renewals and escalations to maximize experience
• Identify and drive upsell/cross-sell opportunities across your book of business
• Share best practices within the Ciena Success community and create knowledge assets

Conocimientos

Customer relationship management

Communication

Presentation skills

Problem solving

Data analysis

Cross-functional collaboration

Educación

Bachelor's Degree in Business, Engineering, Marketing or Communications

5+ years in technology customer success

Herramientas

Microsoft Word

Descripción del empleo

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.

Ciena (NYSE:CIEN) is a global leader in optical and routing systems, services, and automation software. We build the world’s most adaptive networks to address ever-increasing digital demands for richer, more connected experiences for all users.

Customer Success Advocates (CSAs)

Customer Success Advocates (CSAs) are responsible for retaining, growing, and minimizing churn across Ciena’s customer base. CSAs are a strategic advocate and participant are a key component in creating one-to-many solutions to strengthen Ciena’s customers’ experience, outcomes, and education.

Job Description

• Proactively identify customer’s goals and drive desired business outcomes
• Align Ciena’s Services to with meet customer needs to help retain, grow account recurring revenue, and reduce account churn
• Conduct customer operational and business and/or operational reviews at an appropriate cadence based on segment, where you will highlighting customer success achievements, proactively suggesting solutions to customer concerns, and driving identified improvement opportunities
• Establish yourself as the trusted advisor for your book of business
• Shepherd the customer customer journey through hand-offs, touchpoints, and milestones; such as: onboarding, managed services deployment, new product implementation, network growth, and to escalations to deliver a maximized customer experience
• Identify and drive upsell/ and cross-sell opportunities across customer base your book of business
• Share best practices and lessons learned within the internal Ciena Success community
• Create and identify one-to-many solutions (KB articles, Success Stories, etc) within the Portal and Community
• Ensure all customers have access to and are properly trained in self-service options such as the myCiena Portal & Community
• Provide thought leadership in evolving global customer experience
• Collaborate with appropriate account team(s) to ensure seamless communication, execution, deployment, and engagement throughout the customer’s journey with Ciena
• Drivee and influence the value and adoption e, usage and adoption of our products and services using metrics developed in collaboration with other functional teams by leveraging data analytics
• Proactively monitor customer health indicators and respond accordingly
• Be prompt and effective in responding to customer needs
• Take accountability for ensuring on-time renewals account growth
• Complete and proper documentation of all customer interactions, escalations, problem-resolution, and relationship management

The Must Haves

• Passionate about maximizing your customers’ outcomes, experiences, and education
• Naturally predictive and proactive in problem-solving
• Excellent presentation skills
• Passionate about being client-facing environment
• Highly organized and effectively responsive to customer needs
• Technologically savvy
• Exceptional communication and conflict resolution skills
• Enjoys a high degree of autonomy and independence
• Thrives Excels in thought leadership
• Naturally optimistic Upbeat, positive, and with a good attitude focused on solving complex problems
• Ability to influence through persuasion, negotiation, and consensus building
• Naturally Skilled inbuilds building relationships across a diverse customer base
• Enjoys multi-tasking and thrives in a fast-paced environment
• Able to take the lead in in moving conversations and projects forwardCombined Extensive background of in both pre-sales and post-sales motions experience
• Strong analytical skills and 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 skills
• Enjoys working in a collaborative environment with a team
• Results-driven mentality that balances speed and quality
• Bachelor’s Degree in Business, Engineering, Marketing or Communications preferred or relevant years of work experience
• Preferred 5+ years in technology industry in a customer success role in the technology industry
• Excellent communication & presentations skills
• Microsoft word Office suite proficient

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 an Equal 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.