[Hiring] Customer Success Advocate @Ciena

Role Description

Customer success at Ciena is central to long-term customer value, retention, and growth. The Customer Success Advocate (CSA) plays a key role in fostering customer relationships and helping customers realize value from Ciena products and services. The role serves as a trusted customer advocate throughout the customer lifecycle and contributes to successful business outcomes.

• Lead customer onboarding activities in partnership with Sales, documenting customer goals, expectations, and success criteria.
• Build trusted relationships across customer Engineering, Operations, and Implementation teams.
• Drive adoption of Ciena products and services through data analysis and structured customer success methodologies.
• Identify and qualify upsell and cross-sell opportunities aligned to customer business goals and challenges, collaborating with Account Management teams.
• Monitor customer health indicators and success metrics to identify and mitigate post-sales risks.
• Orchestrate cross-functional responses to critical customer issues and drive timely resolution and communication.
• Conduct business and operational reviews to communicate achievements, understand strategic priorities, and recommend solutions that increase customer value.

Qualifications

• Bachelor’s degree in a relevant field (e.g., Business, Engineering, Communications) or equivalent work experience.
• 2+ years of experience in the telecommunications industry in a customer engagement role (e.g., customer success, technical support, service delivery, or a related field).
• Excellent written, verbal, and presentation communication skills for engagement with customers and internal stakeholders.
• Application of problem-solving approaches that drive positive change and continuous improvement.
• Ability to influence outcomes through persuasion, negotiation, and consensus-building across teams.

Requirements

• Experience spanning both pre-sales and post-sales customer engagement activities.
• Demonstrated leadership behaviours grounded in integrity and customer satisfaction.
• Application of analytical techniques to generate actionable insights from data.
• Background in the telecommunications market and key service providers in the UAE and surrounding region.
• Collaborative, empathetic, customer-focused approach to stakeholder engagement.

Benefits

• 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.