Customer Success Advocate: Tech Touch Centralization

Customer Success Advocates (CSAs)

Are responsible for retaining, growing, and minimizing churn across Ciena’s customer base. CSAs are a strategic advocate and participant key component in creating one-to-many solutions to strengthen Ciena’s customers’ experience, outcomes, and education.

Job Description

• Proactively identify customer’s goals and drive desired business outcomes
• Align Ciena’s Services to meet customer needs to help retain, grow account recurring revenue, and reduce account churn
• Conduct customer operational and business and/or operational reviews at an appropriate cadence based on segment, where you will highlight customer success achievements, proactively suggest solutions to customer concerns, and drive identified improvement opportunities
• Establish yourself as the trusted advisor for your book of business
• Shepherd the customer journey through hand-offs, touchpoints, and milestones; such as ...