Customer Success Advocate - Ottawa, Canada - Ciena

Ciena

Verified Company

Ottawa, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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.

At Ciena, we proactively support and encourage individuals to explore all internal career opportunities.

Inside First is committed to considering
_YOU_ first to fill open roles, in addition to exploring externally.

Learn more about

Inside First

here

for detailed instructions.

Rewarding experience. Meaningful outcomes.

Making a difference in people's lives through design and implementation of leading network technologies. That's what motivates us.

Embrace inclusion. Celebrate diversity. Champion ideas.

From across the table to around the world, our path to innovation comes from our friendly environment and outstanding people.

That's the Ciena network.

As Customer Success Advocate you will be responsible for development and nurturing the relationships of Ciena's Top Customers. The Success Advocate promotes retention, loyalty and advocacy by developing & driving a World Class Customer Experience.

The Success Advocate is the primary contact for driving customer outcomes, customer intake, onboarding, and issues prevention by ensuring alignment between operations and contractual requirements to proactively prevent issues, creating a near effortless journey throughout the customers lifecycle.

Customer Success is absolutely vital to Ciena's long-term growth & profitability. We will be successful when our customers recognize they are receiving tangible value from Ciena products and services.

The Contribution:

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 successoriented, 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 handoffs 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 crosssell 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 referenceability
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

Success will evidence itself in the following ways:

Customer delight
Expanded account revenue through crosssell and upsell
Increased Customer retention and lower churn rate, increased and faster product adoption, increased customer satisfaction and overall improved customer health scores
Increased business growth through greater advocacy and referenceability
Defined and established operational tracking metrics for team and customer
Fostered collaboration within team and across customer lifecycle

Ideal Profile:
A highly energetic and relationship driven customer facing individual who is knowledg