Customer Success Advocate

5 days ago

Gurugram Haryana, India Ciena Full time

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.

As a Customer Success Advocate (CSA), join the Customer Operations Team (COT) to ensure exceptional customer satisfaction and seamless service delivery. This role is ideal for professionals with leadership potential, customer-centric thinking, and aspirations to grow into an operations leader.

How You Will Contribute:
- Support post-sales service delivery as the central point for customer operations.- Monitor account health, mitigate risks, and resolve issues promptly.- Assist in resource planning and readiness for service delivery within the COT.- Coordinate with internal teams to meet customer needs and timelines effectively.- Track and report on performance metrics, including service milestones, escalations, and renewals.- Collaborate with senior team members on escalations and sensitive customer matters.- Provide operational support for services revenue tracking and contract compliance.

The Must Haves:
- Bachelor’s degree in Engineering, Business, or a related field.- 10-12 years of experience in telecom, IT services, or enterprise network services.- Proven experience in customer-facing roles with strong stakeholder management skills.- Solid understanding of telecom infrastructure, network services, or operations.- Proficiency in tools such as Excel, PowerPoint, Salesforce, and project tracking software.- Exceptional verbal and written communication skills with keen attention to detail.

Nice to Haves:
- Familiarity with service management frameworks like ITIL or PMP.- Experience managing large or strategic accounts.- Confidence in representing operational commitments during customer meetings.

LI-MP2

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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.

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