Customer Success Advocate

Since 1992, Ciena has been driven by a relentless pursuit of network innovation. We believe in a network that grows smarter, more agile, and more responsive every day. This means that when you digitally interact in your world - picking up the phone, streaming video, texting a friend or loved one - your interactions are being enabled by Ciena technologies. Ciena makes your social / entertainment / business existence REAL.

What will you do at Ciena?

As part of the ASIA Subsea service team, the Customer Success manager is responsible for managing all aspects of Subsea Services & Operations, including Operational Support, Project Execution Support, Revenue Assurance, Experience, and Opportunity Identification.

This role is also the local contact driving the Supply Chain Management and Quality teams in region, covering all ASIA Subsea Consortium & Private programs.

**Responsibilities**:
Customer Satisfaction:

- Identify, scope, access, and manage all risks associated with service contracts and/or service issues, including supply, implementation and maintenance.
- Manage customer relationships at the appropriate operational/procurement level to ensure the customer’s and Ciena’s objectives are met.
- Ensure effective communications within Ciena and between Ciena and customer to resolve all issues.
- Coordinate all parties in resolving issues and escalations effectively identifying issue severity and involving appropriate resources at all levels within Ciena and customer’s organisations in order to achieve resolution to both companies’ satisfaction.
- Ensure that Ciena and the customer work together as an effective team in driving delivery excellence. Develop effective relationships with key members of the customer’s team to ensure that objectives are aligned and jointly driven.

Revenue assurance
- Track, manage, and report on revenue, costs, and margins for annual maintenance contracts.
- Work with account teams to ensure contract renewals.
- Proactively identify and drive opportunities for service sales and improvement.
- Work with account teams to identify new service business opportunities and deliver quotes to the customer.

Customer Management:

- Document and communicate customer needs, situations, and resolutions.
- Actively participate in formal kick off meetings for new programs and projects to ensure all relevant stakeholders within Ciena and the customer understand and take ownership for the deliverables required by the agreed commercial terms.
- Facilitate frequent meetings and conference calls between relevant customer operational groups and corporate groups.
- Act as a clearinghouse for all aspects of customer requirements and operational contacts.
- Responds to emergencies via telephone or in person and gets proper resources assigned to problems.
- Actively track program/project revenue streams and contribute to the ongoing development of new revenue opportunities, both product and services.
- Initiate, track, and monitor ongoing maintenance and support services.
- Develop and track metrics related to our product and service performance both internally and with customer.
- Lead review of lessons learned to foster a culture for continual improvement.
- Conduct regular calls with customers to review progress

General Activities
- Customer advocacy into Ciena. End-to-end process management (product and services).Continuous customer relationship management.
- Improving CSAT with all Asia Subsea customers.
- Delivering results against in-service challenges.
- Support for end-to-end Ciena services solution.

Collaboration with stakeholders
- Contract renewals and entitlements.
- Executive escalation management.
- Delivery of services and revenues.
- Ultimately responsible for product and service delivery to the satisfaction of the customer and Ciena.

Areas of impact
- A strong senior Programme manager/ Customer Services manager
- Strong business development - Business partner to Sales and Account leads
- Open minded ‘free-thinker’... energised to change the ‘status quo’
- Self-motivated and self-driven
- Team player, organized, self-motivated, and capable of independent work
- Multitasking: able to manage many aspects of the account(s) simultaneously
- Able to negotiate both with the customer, internal resource owners and external resource suppliers
- Superior customer interface skills and ability to work with all levels of customer operations including senior management
- Experience in strategy and growth and driving organizational readiness
- History of working in a matrix management environment with success in motivating people without direct reporting relationships
- Strong skills in self-accountability and driving accountability
- Ability to learn and grasp business management as well as technical concepts in fiber optic or high-speed data communications
- Strong stakeholder management skills
- Broad business management skills
- Financial management skills regarding P&L
- Goo