EMEA Customer Success Advocate — Programs & Delivery

Ciena; Greater London; Hybrid; GBP 42,000 - 64,000; Full time

Job summary

Ciena is seeking a Customer Success Advocate (CSA) for EMEA Services to drive customer experiences and ensure delivery excellence across programs. You will build lasting relationships, oversee program execution, and guide cross‑functional teams to success.

In this role, you’ll support pre‑sales activities, analyze contracts, monitor customer indicators, and act as the quarterback for product and service challenges while aligning with commercial terms and revenue expectations.

Qualifications

• 0-5 years experience
• Bachelor’s degree in Engineering or related field with up to 12 months of relevant project management experience preferred.
• Prince2 / PMP Certification preferred.
• Proven ability to work in a matrix organization, demonstrating strong influencing and collaborative skills across multiple teams.
• Strong program management skills, ensuring engagements remain on schedule with clear communication to all parties.
• Ability to influence through persuasion, negotiation, and consensus-building.

Responsibilities

• Conduct formal initiation of new programs to ensure all stakeholders clearly understand deliverables aligned with commercial terms.
• Oversee successful delivery of programs and services by leveraging resources across functional teams.
• Develop project and resource plans to address program requirements effectively.
• Form and manage cross‑functional virtual teams to meet program needs.
• Support pre‑sales activities alongside Sales teams by providing services guidance during the bid and quote process.
• Analyze customer contracts and commitments to ensure delivery aligns with expected outcomes.
• Monitor customer indicators to proactively identify and resolve post‑sales issues before impact.
• Act as the quarterback for product and service challenges, exceeding delivery commitments.
• Understand and mitigate factors affecting revenue recognition and assurance for assigned customers.

Skills

Program management

Stakeholder management

Cross-functional collaboration

Communication

Influencing and negotiation

Education

Bachelor’s degree in Engineering or related field

Job description

Ciena is seeking a Customer Success Advocate (CSA) for EMEA Services to drive customer experiences and ensure delivery excellence across programs. You will build lasting relationships, oversee program execution, and guide cross‑functional teams to success.

In this role, you’ll support pre‑sales activities, analyze contracts, monitor customer indicators, and act as the quarterback for product and service challenges while aligning with commercial terms and revenue expectations.