Customer Success Advocate
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Job Description
Customer Success Advocate guiding UAE telecommunications customers through onboarding, adoption, and issue resolution. Driving retention, growth, and product value for Ciena’s connectivity solutions.
Responsibilities:
- 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
Requirements:
- 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
- Problem-solving approaches that drive positive change and continuous improvement
- Ability to influence outcomes through persuasion, negotiation, and consensus-building across teams
- Experience spanning both pre-sales and post-sales customer engagement activities
- Leadership behaviours grounded in integrity and customer satisfaction
- 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:
- Flexible work environment
- Equal opportunity employment
- Disability and protected veteran status inclusion
- Workplace accommodations available upon request
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