Customer Success Advocate

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. Customer success at Ciena is central to long-term customer value, retention, and growth. The Customer Success Advocate (CSA) plays a key role in fostering customer relationships and helping customers realize value from Ciena products and services. The role serves as a trusted customer advocate throughout the customer lifecycle and contributes to successful business outcomes. How you will make an impact: Lead customer onboarding activities in partnership with Sales, documenting customer goals, expectations, and success criteria. Build trusted relationships across customer Engineering, Operations, and Implementation teams. Drive adoption of Ciena products and services through data analysis and structured customer success methodologies. Identify and qualify upsell and cross-sell opportunities aligned to customer business goals and challenges, collaborating with Account Management teams. Monitor customer health indicators and success metrics to identify and mitigate post-sales risks. Orchestrate cross-functional responses to critical customer issues and drive timely resolution and communication. Conduct business and operational reviews to communicate achievements, understand strategic priorities, and recommend solutions that increase customer value. The must haves: Education: Bachelor’s degree in a relevant field (e.g., Business, Engineering, Communications) or equivalent work experience. Experience: 2+ of experience in the telecommunications industry in a customer engagement role (e.g., customer success, technical support, service delivery, or a related field). Excellent written, verbal, and presentation communication skills for engagement with customers and internal stakeholders. Application of problem-solving approaches that drive positive change and continuous improvement. Ability to influence outcomes through persuasion, negotiation, and consensus-building across teams. Nice to haves: Experience spanning both pre-sales and post-sales customer engagement activities. Demonstrated leadership behaviours grounded in integrity and customer satisfaction. Application of analytical techniques to generate actionable insights from data. Background in the telecommunications market and key service providers in the UAE and surrounding region. Collaborative, empathetic, customer-focused approach to stakeholder engagement. #LI-ST1 . 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.