Job 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\xe2\x80\x99s passions, growth, wellbeing and belonging. We\xe2\x80\x99re a technology company that leads with our humanity\xe2\x80\x94driving our business priorities alongside meaningful social, community, and societal impact.
Scope of Responsibilities

• Primary responsibility of a Customer Success Advocate is to successfully manage customer relationships by optimizing the customer experience, driving achievement of Ciena cost management, as well as the booking of contract modifications and proper invoicing.
• Ensure that customer needs are met and maintained, identifying any shortfalls and providing guidance on modifications that may be required to adhere to service margins and timely maintenance renewals.

• Customer Success Advocates typically interface with the Ciena Program Managers, Services Project Management and may be required to interact / provide feedback to Ciena Operations teams, Field Operations, Sales, Bid Management, Service Delivery Groups, and Finance to ensure project / contract deliverables and financial targets are met.
• Customer Success Advocates may be required to support pre-sales activities, providing project financials input and contributing to Customer proposals and RFP responses based on their overall knowledge, as required.

• Accountable for opportunity management in Salesforce and subsequently Mavenlink for service projects ensuring they are reflecting the most up to date metrics.
• Manages the reflection and upkeep of customer health within the Totango database.
• Acts as Ciena Government Solutions sub-contracts administrator by working with Ciena Contract Management to ensure contracts and contract modifications are reflected properly within both Mavenlink and Salesforce.
• Interfaces with the Ciena Account Teams, Services Quoting Team, and Order Management Group to ensure the proper quoting and processing of certain sub-contracts.
• Works with Ciena Accounts Receivable on invoicing and the proper processing of payments for certain sub-contracts.
• Make certain that deviations to the project schedule are investigated and properly followed up.
• Facilitate communication between internal groups, internal functions, and outside suppliers/customers as necessary in support of bookings and project execution.
• Assure all parties maintain close communication and coordination regarding business metrics as well as ensuring they are accurately reflected in their respective internal databases.
• Work directly with Service Project Managers to maintain project schedules and report to management regularly or as agreed as well as participating in process improvement initiatives as assigned.
• May be required to contribute to process management optimization efforts associated with contract bookings and project management.

• Bachelor\xe2\x80\x99s degree in related field from a college or university with 3-5 years related experience.

• Equivalent combination of education and experience.
• US Citizen required.
• Top Secret / Secret Security Clearance preferred.
• Washington D.C. \xe2\x80\x93 Baltimore, MD Metro Area location preferred.

• Critical Thinking / Analysis- Sees multiple relationships and goes beyond the direct information presented to get to the "root of the problem".

• Organizational Awareness - Understands formal and informal structure and the climate / culture of the organization.
• Strong communication, organization and problem-solving skills.
• Strong Resource Management ability.
• Is self-motivated and can work from high level departmental goals.
• A team player that will work well in a cross functional team environment.
• Must have proficiency with various software applications including Microsoft Office (Word, PowerPoint and Excel).