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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 onboarding, managed services deployment, new product implementation, network growth, and escalations to deliver a maximized customer experience
- Identify and drive upsell/cross-sell opportunities across customer base in your book of business
- Share best practices and lessons learned within the internal Ciena Success community
- Create and identify one-to-many solutions (KB articles, Success Stories, etc.) within the Portal and Community
- Ensure all customers have access to and are properly trained in self-service options such as the myCiena Portal & Community
- Provide thought leadership in evolving integral customer experience
- Collaborate with appropriate account team(s) to ensure seamless communication, execution, deployment, and engagement throughout the customer’s journey with Ciena
- Drive and influence the value and adoption, usage, and adoption of our products and services using metrics developed in collaboration with other functional teams by leveraging data analytics




- Proactively monitor customer health indicators and respond accordingly
- Be prompt and effective in responding to customer needs
- Take accountability for ensuring on-time renewals & account growth
- Complete and proper documentation of all customer interactions, escalations, problem-resolution, and relationship management

Ideal Profile

- Passionate about maximizing your customers’ outcomes, experiences, and education
- Naturally predictive and proactive in problem-solving
- Excellent presentation skills
- Passionate about being client-facing environment
- Highly organized and effectively responsive to customer needsTechnologically savvy
- Exceptional communication and conflict resolution skills
- Enjoys a high degree of autonomy and independence
- Thrives and excels in thought leadership
- Naturally optimistic, positive, and with a good attitude focused on solving complex problems
- Ability to influence through persuasion, negotiation, and consensus building
- Naturally skilled in building relationships across a diverse customer base
- Enjoys multi-tasking and thrives in a fast-paced environment
- Able to take the lead in moving conversations and projects forward
- Combined background in both pre-sales and post-sales motions
- Strong analytical skills and a deep understanding of value drivers and KPIs in recurring revenue business models
- Ability to create, translate, and manipulate data into actionable insights
- Strong critical thinking and complex problem-solving skills
- Enjoys working in a collaborative environment with a team
- Results-driven mentality that balances speed and quality
- Bachelor’s Degree in Business, Engineering, Marketing or Communications preferred or relevant years of work experience
- Preferred 5+ years in technology industry in a customer success role in the technology industry
- Excellent communication & presentations skills
- Microsoft Word Office suite proficient

Ciena is an Equal Opportunity Employer, including disability and protected veteran status.

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Postúlate en Kit Empleo: kitempleo.com.ar/empleo/pz9ig

📌 Customer Success Advocate: Tech Touch Centralization (Argentina)
🏢 Ciena
📍 Argentina