Customer Success Advocate
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Job Description
Customer Success Advocate supporting Ciena’s high-speed connectivity customers in China. Resolving issues, managing relationships, and delivering customer-focused technical and project support.
Responsibilities:
- Serve as the primary point of contact for customer inquiries, issues, and escalations
- Communicate with customers, internal teams, and stakeholders, providing updates and solutions
- Enhance the overall Customer Experience by identifying and addressing customer pain points and improvement opportunities
- Develop and maintain Customer Relationship Management practices
- Resolve customer issues efficiently and effectively, often under pressure
- Foster collaborative problem-solving with customers and colleagues
- Provide customer feedback, issue trend, and service performance insights for Management Reporting
- Negotiate mutually beneficial solutions for Ciena and its customers
- Collaborate with internal departments and external partners to deliver seamless service
- Diagnose and resolve technical and non-technical customer challenges
- Support Project Budgeting and Project Closing activities for customer-facing initiatives
- Ensure successful Project Delivery for customer engagements
- Manage customer-centric projects from initiation to completion
- Understand and articulate product/service features and troubleshoot technical issues
Requirements:
- Proven experience in a customer service or customer advocacy role, preferably within a technology or telecommunications environment
- Demonstrated proficiency in Assertiveness, Communication, and Interpersonal Relationships
- Strong understanding and practical application of Customer Experience (CX) principles and Customer Relationship Management
- Exceptional Decision Making and Problem Solving abilities
- Experience with Management Reporting and data analysis to drive service improvements
- Adept at Negotiation and Partnership Management
- Solid understanding of Project Management methodologies, including Project Budgeting, Project Delivery, and Project Closing
- Possess strong Technical Acumen to understand and explain complex technical concepts to diverse audiences
- Ability to work independently and collaboratively in a fast-paced, dynamic environment
- Excellent organizational skills and attention to detail
Benefits:
- Flexible work environment
- Employee growth, well-being, and belonging initiatives
- Diversity, equity, and inclusion commitment
- Equal opportunity employment
- Disability and protected veteran accommodations
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