Customer Success Advocate
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Job Description
Customer Success Advocate optimizing customer relationships and service delivery at Ciena. Ensuring financial accuracy and collaborating across teams to drive project success.
Responsibilities:
- Lead the management and accuracy of service opportunities in Salesforce and Mavenlink, ensuring project information and performance metrics remain current
- Maintain customer health insights within Gainsight to support data‑driven decisions and proactive engagement
- Oversee subcontract administration for Ciena Government Solutions by coordinating with Contract Management to ensure accurate contract and modification entry into Salesforce and Mavenlink
- Partner with Account Teams, Quoting, and Order Management to support compliant and timely subcontract quoting and processing
- Coordinate with Accounts Receivable to ensure proper invoicing and payment tracking for designated subcontract activities
- Facilitate clear communication among internal teams and external stakeholders to support bookings, contract execution, and schedule adherence
- Collaborate closely with Service Project Managers to maintain project schedules, report on progress, and contribute to process improvement initiatives across contract bookings and project operations
Requirements:
- Bachelor’s degree in a related field and 8–10 years of relevant experience, or an equivalent combination of education and experience
- US citizenship
- Strong analytical and critical‑thinking capabilities with the ability to identify root‑cause issues
- Strong communication, organization, and problem‑solving abilities
- Ability to work effectively in cross‑functional environments and independently drive objectives from high‑level program goals
- Proficiency with Microsoft Office applications (Word, PowerPoint, Excel)
- Demonstrated ability to manage resources effectively
Benefits:
- medical, dental, and vision plans
- participation in 401(K) (USA) & DCPP (Canada) with company matching
- Employee Stock Purchase Program (ESPP)
- Employee Assistance Program (EAP)
- company-paid holidays
- paid sick leave
- vacation time
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