Customer Engagement Manager

Ciena Corporation; United States; Remote; USD 79,300 - 126,700; Full time

Benefits offered by this job

Medical, dental, and vision plans

401(K) with company matching

Employee Stock Purchase Program

Paid holidays and sick leave

Job summary

A leading technology company seeks a Customer Engagement Manager to lead project delivery for managed services. Candidates should have 8+ years in the ICT field, strong negotiation skills, and a related degree. This role requires collaboration with multiple teams to ensure customer satisfaction and project success. A comprehensive benefits package and competitive salary ranging from $79,300 to $126,700 are offered.

Qualifications

• 8+ years in the ICT field focusing on program/project management for managed services.
• Proven negotiation skills and ability to mentor and lead through influence.
• Exceptional written, verbal, and presentation communication skills.

Responsibilities

• Lead Managed Service delivery projects from start to monthly performance reporting.
• Ensure customer satisfaction and act as the escalation point.
• Collaborate cross-functionally to drive project success.

Skills

Program/project management

Negotiation skills

Exceptional communication skills

Incident management

Technical support coordination

Education

Bachelor’s degree in electrical engineering, computer engineering, computer science, or business

Tools

Project management tools

Financial systems

Job description

They gather information about your interactions on the site, such as which pages you visit frequently, how long you stay, and the links or buttons you click. They help us record any difficulties you have with the website and help us to evaluate the effectiveness of our advertising. By analyzing this data, we can understand what aspects of our site are effective and identify areas for improvement.* This is a secondary processing purpose.* This is a secondary processing purpose.* This is a primary processing purpose.* This is a secondary processing purpose.Customer Engagement Manager page is loaded## Customer Engagement Managerlocations: Remote-US: Remote-UKtime type: Full timeposted on: Publié hierjob requisition id: R028803As 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.**How You Will Contribute:*** Lead Managed Service delivery projects from quote reception through service turn-up and monthly performance reporting, ensuring alignment with organizational goals.* Manage project scope delivery while optimizing schedule, costs, and resources, including Ciena, partner, and third-party deliverables.* Serve as the primary counterpart to the customer’s program leader, ensuring customer satisfaction and acting as the escalation point for delivery activities.* Execute hands-on project management for multiple customer projects.* Develop and deliver executive-level communications, project tracking updates, and stakeholder management reports.* Identify, manage, and mitigate project risks effectively.* Collaborate cross-functionally with teams in Services, product development, supply chain, and sales to drive project success.**The Must Haves:*** 8+ years of experience in the Information and Communications Technology (ICT) field, with a focus on program/project management roles for managed services involving optical, cloud, or virtualization delivery projects.* Proven negotiation skills and ability to mentor and lead through influence and collaboration.* Exceptional written, verbal, and presentation communication skills, coupled with strong quantitative abilities and attention to detail in statement of work documentation.* Demonstrated ability to monitor incident management, ensuring timely resolution within SLAs, and provide updates on escalated incidents.* Expertise in coordinating technical support, operational issue resolution, and customer needs to meet service delivery expectations and SLAs.* Bachelor’s degree in electrical engineering, computer engineering, computer science, business, or equivalent experience.* Proficiency in desktop applications, project management tools, and financial systems, along with the ability to travel to support customer projects.**Nice to Haves:*** Experience with managed services and build-operate-transfer projects.* PMP certification, along with virtualization and networking technology certifications.* Advanced degree (MS or MBA) is advantageous.* Background in multivendor and software professional services for communication service providers or enterprise customers.* ITIL v4/6 Foundation ITSM Certification.* Service Provider experience is highly desirable.#LI-BS1**Pay Range:** The annual pay range for this position is $79,300 - $126,700. Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including medical, dental, and vision plans, participation in 401(K) (USA) & DCPP (Canada) with company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.Join our to get relevant job alerts straight to your inbox. 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.