[Hiring] Associate Project Manager, Customer Success @Ciena

Role Description

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. This early-career role is suited for professionals with initial experience in project coordination, service delivery, or customer engagement within a technology environment. This role strengthens customer loyalty, retention, and advocacy by ensuring customer outcomes are clearly defined, delivered, and continuously improved across the full lifecycle.

The position plays a central role in creating a consistent, high-quality customer experience that supports sustainable revenue growth.

How you will make an impact:

• Build strong relationships with internal stakeholders and customers to foster collaboration and trust.
• Participate in team meetings, brainstorming sessions, and strategy discussions.
• Stay up-to-date with Ciena’s products, services, and industry trends.
• Contribute to process improvement initiatives to enhance efficiency and effectiveness.

Project Management Support:

• Assist in planning, tracking, and managing project timelines, deliverables, and milestones.
• Coordinate with internal teams to ensure alignment on project goals and schedules.
• Prepare and maintain project documentation, including status reports, meeting minutes, and risk assessments.
• Help identify potential risks and propose mitigation strategies to ensure successful project delivery.
• Support resource allocation and scheduling to meet project requirements.

Customer Success Support:

• Act as a liaison between customers and internal teams to ensure customer satisfaction.
• Assist in onboarding new customers by providing training, resources, and guidance on Ciena products and services.
• Monitor customer feedback and proactively address concerns or issues to enhance the customer experience.
• Collaborate with the Customer Success team to develop strategies for improving customer retention and engagement.
• Support the creation of customer-facing materials, including presentations, guides, and reports.

Qualifications

• Bachelor’s degree in Business, Engineering, Marketing, or Communications preferred, or relevant years of work experience.
• Min 3 years in the technology industry in a role related to project management, customer engagement or customer success, preferably within Services.
• Strong organizational and time management skills with the ability to handle multiple tasks and meet deadlines.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and project management tools (e.g., MS Project, JIRA).
• Analytical mindset with attention to detail and problem-solving abilities.
• A customer-focused attitude with a desire to deliver exceptional service.
• Ability to work collaboratively in a team environment and adapt to a fast-paced setting.

Requirements

• Background spanning both pre-sales and post-sales customer engagement activities.
• Experience influencing customer decisions through persuasion, negotiation, and consensus building.
• Participation in identifying upsell and cross-sell opportunities aligned to customer goals.
• Experience operating across multiple regional countries within a technology services organization.
• Application of data analytics best practices to drive product and service adoption.
• Experience contributing to customer advocacy and reference development initiatives.

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.