Strategic Customer Engagement Lead

Ciena Corporation; United States; Remote; USD 82,000 - 132,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

401(K) with company match

Employee Stock Purchase Program (ESPP)

Employee Assistance Program (EAP)

Paid holidays

Paid sick leave

Vacation time

Job summary

Ciena Corporation is seeking a Customer Engagement Manager to drive successful managed services programs in ICT environments. You will partner with customers, partners, and cross-functional teams to deliver projects aligned with business objectives while ensuring a high-quality customer experience.

In this role, you will lead onboarding from quote through activation, optimize schedules and resources, and provide ongoing performance reporting with risk management.

Qualifications

• Bachelor’s degree in electrical engineering, computer engineering, computer science, business, or equivalent experience.
• 8+ years of ICT experience with program or project management in managed services, optical, cloud, or virtualization delivery.
• Proficiency in negotiation, collaboration, customer-facing communication, and SOW management.
• Monitoring incident management activities and coordinating resolution per SLAs.
• Managing customer communications, escalation items, and service delivery actions.

Responsibilities

• Drive managed service onboarding projects from quote acceptance through activation and ongoing performance reporting.
• Deliver project scope while optimizing schedules, costs, resources, and third-party deliverables.
• Lead customer engagement activities and serve as the escalation point for managed service delivery matters.
• Manage multiple customer projects and coordinate stakeholder communications.
• Present executive-level project updates, tracking reports, and status communications.
• Identify, assess, and mitigate project risks throughout the lifecycle.
• Collaborate with Services, Product, Supply Chain, Sales, partners, and customers to achieve objectives.

Skills

Negotiation

Influence

Collaboration

Customer-facing communication

SOW management

Incident management

Customer communications

Travel readiness

Education

Bachelor’s degree (EE/CE/CS/Business)

Tools

Project management tools

Financial tools

Job description

Ciena Corporation is seeking a Customer Engagement Manager to drive successful managed services programs in ICT environments. You will partner with customers, partners, and cross-functional teams to deliver projects aligned with business objectives while ensuring a high-quality customer experience.

In this role, you will lead onboarding from quote through activation, optimize schedules and resources, and provide ongoing performance reporting with risk management.