Ciena Recruitment 2022 | Customer Success Advocate |

Ciena Recruitment 2022 – Ciena Recruiting for the role of Customer Success Advocate. Candidates who are interested can check eligibility criteria and application process below.

Ciena Recruitment 2022

Company Name: Ciena

Job Position: Customer Success Advocate

Experience: 10 – 12 years

Qualification: B.Tech/B.E. in Any Specialization, B.B.A/ B.M.S in Any Specialization, B.A in Communication

Job Location: Mumbai

Responsibilities

• Align Ciena’s services to strategically meet customer needs to retain as well as expand business and deepen the relationship
• Establish yourself as the de facto trusted advisor with all customers by developing rock solid customer relationships across your customer’s business including Engineering, Operations, Finance, Procurement, and Implementation.
• Foster a success-oriented, accountable environment within the Services organization and company.
• Closely collaborate with Sales to deliver a positive and welcoming onboarding experience for our customers making sure the Customers Success Value Points and Outcomes are fully understood and documented.
• Ensure that key hand-offs during the customer lifecycle are executed flawlessly with no negative impact to the customer experience.
• Meet with customers to understand their goals and the value Ciena can bring to their business by identifying upsell and cross-sell opportunities that can help Customer expand & improve their business.
• Ability to analyze customer base and recommend effective segmentation to drive appropriate customer interactions and touchpoints
• Initiate and maintain comprehensive Customer Success Plans & Playbooks that define and document Customer Journey, Persona Maps & Key Success Indicators in support of driving new business growth and greater advocacy and reference-ability
• Collaborating with Account Management and Delivery & Service teams, foster a success oriented and accountable environment, ensure that Ciena’s customers achieve their desired outcomes and maximize value of Ciena’s Services
• Drive and influence the value, usage and adoption of our products and services using metrics developed collaboratively with other functional teams. Leverage understanding of data analytics and best practices.
• By closely monitoring customer success health and key indicators and close Customer interaction, take the lead in proactively resolving customer specific product and services issues prior to a negative impact to the Customers Experience.
• Ensure prompt response and information delivery of Customer requests and queries in local language
• Work collaboratively with our Sales Team and the Customer Technical Advocate to assists with accurate and on time renewals with new services identified that drive improved outcomes for our customers.
• Conduct regular customer operational and business reviews, highlighting customer success achievements, proactively suggesting solutions to customer concerns, and driving identified improvement opportunities

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About Company:

Ciena is a networking systems, services, and software company. We help our clients build more adaptive networks in response to the constantly changing demands of their users-businesses and consumers alike. We do this by delivering best-in-class networking technology through high-touch consultative relationships, backed by 26 years of experience in building the world’s most complex networks.