Associate, Services Contract Entitlement

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 individual’s passions, growth, wellbeing and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

Why Ciena:

- 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, RSU’s (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:
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:

- 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.
- Add new customers in the system on time and ensure they have access to Ciena’s 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 - you’re a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.
- Agility - 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 - 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 - you thrive in a multi-disciplinary team environment, but are comfortable working independently as required.
- Relationship builder - with an ability to influence, you’re able to get work done through others.
- A commitment to innovation - 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 bachelor’s 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 v