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Associate, Services Contract Entitlement

2 months ago

Remote, India beBee S IN Full time

Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individualâs passions, growth, wellbeing and belonging. Weâre a technology company that leads with our humanityâdriving our business priorities alongside meaningful social, community, and societal impact.

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Why Ciena:â¯Â â¯Â 

  • We are big proponents of life-work integration and provide the flexibility and tools to make it a reality with remote work and potentially, part-time work. 
  • We believe an inclusive, diverse and barrier-free work environment makes for empowered and committed employees. 
  • We recognize the importance of well-being and offer programs and benefits to support and sustain the mental and physical health of our employees and their families and also offer a variety of paid family leave programs. 
  • We are committed to employee development, offering tuition reimbursement and a variety of in-house learning and mentorship opportunities. 
  • We know that financial security is important.⯠We offer competitive salaries and incentive programs, RSUâs (job level specific) and an employee share option purchase program. 
  • We realize time away to recharge is non-negotiable.⯠We offer flexible paid time off 
  • Great work deserves recognition. We have a robust recognition program, with ongoing and enhanced awards for exemplary performance. 
     

How You Will Contribute:â¯Â â¯â¯Â 

This position handles setting up and managing all Ciena customers standard warranty and Services contract to ensure that a customer receive the right level of maintenance support as detailed in their contracts.
 

Duties and Responsibilities:

  • Independently works on Project/problems & apply professional judgment
  • Demonstrate increased professional knowledge on business processes & Ciena applications.
  • Ensure orders booked at regular interval have complete details filled in purchase order management tool on SharePoint
  • Build the install base details and support options with use of details given in contract framework.
  • Contact Customer success advocates/Sales/legal team if need clarification on an order.
  • Correctly capture customer name, country, dates, price & other key details in the service contract.
  • Check and verify that the information matrix of products and support match the PO and quote/proposal and supply the right level of detail to ensure complete and correct entitlement.
  • Evaluate all in-flight projects for partial shipments and customer acceptance. Input the information to the contract entitlement process for enabling support.
  • Send activation/renewal alerts according to the defined compliance statements to ensure correct and prompt service initiation and purchase order invoicing.
  • Interact with IT support on application issues & consult other business processes for correction if needed
  • Add new customers in the system on time and ensure they have access to Cienaâs portal.
  • Create relationship in the system between Partner-reseller/Partner-Service with an end customer
  • Collaborate closely with the functional teams to provide them information about any customer service profile or customer shipment data.
  • Make corrections on entitlement data to rectify the error, if any.
  • Supply ad hoc reports and analysis as needed.

What Does Ciena Expect of You?

  • Initiative â youâre a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.
  • Agility â you are readily able to make key decisions and manage competing and ever-changing account priorities and largely driven by the software development process.
  • Communication expertise â you have the ability to influence and tailor your message and ideas to the audience to ensure understanding and consensus.
  • The flexibility to work independently and as part of a broader team â you thrive in a multi-disciplinary team environment, but are comfortable working independently as required.
  • Relationship builder â with an ability to influence, youâre able to get work done through others.
  • A commitment to innovation â you keep abreast of the market and competitive developments and are always keen to formulate new ideas and problem solve.


The Must Haves:

  • 4 - 6 Year experience in services operations, product warranty with understanding on customer support model
  • 3 - 4 Year bachelorâs degree in any field.
  • Self-motivated, must be able to work independently to prioritize activities and set functional goals/objectives
  • Able to work well both in a team and independently
  • Excellent interpersonal, communication, problem-solving, and client-facing skills to help strong relationships with the stakeholders and customers
  • Able to prioritize and manage multiple tasks simultaneously
  • Able to coordinate with and/or direct other team members to achieve planned business results
  • Mindfulness to ensure data completeness and accuracy
  • Must have computer ability and be well versed in MS Office
  • Be comfortable working in a global organization

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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.