[Hiring] Customer Engagement Manager @Ciena

Role Description

Reporting to Senior Manager, Customer Support Operations, as the Customer Engagement Manager you will be responsible for the delivery success of the practice. You will drive multiple aspects of customer projects interacting with customers, colleagues, suppliers, and partners. You will be engaged in both solutioning and delivery toward successful customer projects providing value to our clients with excellent customer experience. Our team will benefit from your customer focus, cross-functional collaboration, attention to detail, business acumen, and professionalism.

• Drive onboarding Managed Service delivery projects from reception of a quote to turn up of the services and monthly reporting of performance against our goals.
• Responsible for project scope delivery adhering to and optimizing schedule, costs, and resources. Projects include Ciena, partner, and third-party deliverables.
• Act as the counterpart for customer’s program leader to ensure customer satisfaction and be the escalation point for managed service delivery activities.
• Be the hands-on project manager for multiple projects.
• Prepare and present executive level project communications, project tracking, and stakeholder management.
• Identify, manage, and mitigate project risks.
• Collaborate with colleagues in Services, product teams, supply-chain, and sales.

Qualifications

• 8+ years of relevant experience working in the Information and Communications Technology (ICT) field with prior responsibilities in program/project management roles for managed services of optical, cloud or virtualization delivery projects.
• Strong negotiation skills to work with customers and resource owners.
• Ability to mentor and lead by influence and collaboration.
• Excellent written, verbal, and presentation communications skills.
• Strong quantitative skills.
• Attention to statement of work details.
• Customer and partner facing skills.
• High energy customer-focus.
• Self-motivated to drive success based on organizational goals.
• Ability to travel to support customer projects.

Requirements

• Monitor incident management to ensure timely resolution with SLAs.
• Provide customers with updates on “hot” or escalated incidents.
• Coordinate technical support to lead operational issues and customer needs, to ensure service delivery meets customer expectations and SLAs.
• Manage quality communication with the customer, develop, implement, and monitor processes to increase customer satisfaction.
• Follow up on open action items in a timely manner and ensure commitments are met.
• Oversee the coordination of field engineers in different locations to perform physical maintenance or fix critical issues on equipment.
• Bachelor’s degree in electrical engineering, computer engineering, computer science, business or equivalent experience.
• Demonstrated skills in desktop applications as well as project management and financial tools.

Assets

• Experience with managed services and build-operate-transfer projects is a plus.
• PMP certification is a plus along with virtualization and networking technology certifications.
• MS or MBA is valuable.
• Experience with multivendor and software professional services for communication service provider or enterprise customers is preferred.
• ITIL v4/6 Foundation ITSM Certification.
• Service Provider experience is highly desirable.

Benefits

• Competitive compensation.
• Comprehensive benefits package, including medical, dental, and vision plans.
• Participation in 401(K) (USA) & DCPP (Canada) with company matching.
• Employee Stock Purchase Program (ESPP).
• Employee Assistance Program (EAP).
• Company-paid holidays, paid sick leave, and vacation time.
• Compliance with all applicable laws regarding Paid Family Leave and other leaves of absence.