Associate, Customer Success Advocacy

Ciena; Belfast; On-site; GBP 30,000 - 40,000; Full time

Job summary

A global technology leader in Belfast is seeking an Associate, Customer Success Advocate to foster customer relationships and ensure success with their products. This role is ideal for someone with a passion for customer success, an engineering degree, and 1–3 years of experience in customer-facing roles. Join a dynamic team to enhance the customer journey in the telecom industry.

Qualifications

• 1–3 years of experience in a customer-facing role, ideally in the telecom or technology sector.
• Exposure to customer success, technical support, project coordination, or related roles.
• Familiarity with telecom/networking concepts is a plus but not required.

Responsibilities

• Support the onboarding of new customers.
• Build trusted relationships with customer contacts.
• Monitor service delivery and prevent issues early.
• Track service performance and identify opportunities for value.
• Support renewals and upsell opportunities.
• Coordinate across teams to resolve customer service challenges.
• Help prepare reports on customer activity and performance metrics.

Skills

Strong interpersonal and communication skills

Proactive mindset

Organized and detail-oriented

Education

Engineering Degree

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.

As an Associate, Customer Success Advocate (CSA) at Ciena, you will play a key role in building strong relationships with our customers, ensuring they realize value from our products and services. This is an exciting opportunity for a high-potential individual early in their career who is passionate about customer success, eager to learn, and ready to make an impact in the telecom industry.

You'll work alongside seasoned professionals and cross-functional teams to deliver a world-class customer experience, help drive service adoption, and support the full service lifecycle from onboarding through ongoing support.

What You’ll Do

• Customer Onboarding & Engagement: Support the onboarding of new customers, aligning expectations and ensuring a smooth experience.
• Relationship Building: Build trusted relationships with customer contacts across engineering, operations, procurement, and more.
• Service Lifecycle Coordination: Work with internal teams to monitor service delivery, identify and prevent issues early, and ensure customer needs are met.
• Data-Driven Insights: Use tools and analytics to track service performance and customer usage, identifying opportunities for increased value.
• Support Sales & Renewals: Partner with Sales to support renewals, upsell opportunities, and new service offerings.
• Issue Escalation & Coordination: Be the go-to contact for customer service challenges, coordinating across teams to resolve issues efficiently.
• Reporting & Communication: Help prepare reports on customer activity, risks, and performance metrics; maintain regular communication with stakeholders.

Must Haves

• An Engineering Degree is a must
• 1–3 years of experience in a customer-facing role, ideally in the telecom or technology sector
• Exposure to or interest in customer success, technical support, project coordination, or related roles
• Strong interpersonal and communication skills – you’re a confident communicator who can build relationships and simplify technical topics
• A proactive mindset – you take ownership, follow up on issues, and seek opportunities to improve customer experience
• Organized, detail-oriented, and comfortable juggling multiple customer accounts
• Familiarity with telecom/networking concepts is a plus but not required – we’ll help you learn!

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