Strategic Customer Engagement Lead – Managed Services (Remote)

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

Benefits offered by this job

Medical, dental, and vision plans

401(k) with company matching

Employee Stock Purchase Program (ESPP)

Employee Assistance Program (EAP)

Paid holidays and vacation

Job summary

Ciena, a global leader in high‑speed connectivity, seeks a Customer Engagement Manager to drive delivery success across managed services projects. You will own onboarding, coordinate with customers, partners, and internal teams, and ensure timely delivery and value realization with strong communication at executive levels.

You will lead multiple projects, manage scope, schedule, and resources, and mitigate risks while keeping SLAs.

Qualifications

• 8+ years of ICT program/project management experience in managed services of optical, cloud or virtualization delivery projects.
• Strong negotiation, written, verbal, and presentation skills.
• Ability to mentor and lead by influence and collaboration.
• Willingness to travel to support customer projects.

Responsibilities

• Lead onboarding of managed service delivery projects from quote reception to service turn-up and monthly performance reporting.
• Drive project scope, schedule, costs, and resources across multiple projects including third-party deliverables.
• Serve as the escalation point and hands-on project manager; prepare executive level communications.
• Coordinate with services, product, supply chain, and sales to ensure customer satisfaction and SLAs.

Skills

Project leadership

Negotiation

Communication

Stakeholder management

Cross-functional collaboration

Risk management

Mentoring by influence

Attention to detail

Education

Bachelor’s degree in electrical engineering

Tools

MS Office

Project management tools

Financial tools

Job description

Ciena, a global leader in high‑speed connectivity, seeks a Customer Engagement Manager to drive delivery success across managed services projects. You will own onboarding, coordinate with customers, partners, and internal teams, and ensure timely delivery and value realization with strong communication at executive levels.

You will lead multiple projects, manage scope, schedule, and resources, and mitigate risks while keeping SLAs.