Ciena

Senior Manager, Customer Success

Ciena

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

Tech Stack

PMP

About the role

  • Primary responsibility of Customer Success Strategist 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.
  • The responsibility is to lead Services in the CALA North Sales Hub.
  • Ensure that customer needs are met and maintained, identifying any shortfalls and providing guidance on modifications that may be required to adhere to all service margins and timely maintenance renewals.
  • Customer Success Strategists typically interface with the Ciena Program Managers, Services Project Management and require 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.
  • Provide day-to-day leadership for the Services business, ensuring alignment with Ciena's mission, values, and goals.
  • Develop and execute strategies to expand Ciena's footprint in the segment, driving revenue, profitability, and market share.
  • Accountable for opportunity management in Salesforce and subsequently Kantata for service projects ensuring they are reflecting the most up to date metrics.
  • Manages the reflection and upkeep of customer health within the Gainsight 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.
  • 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.

Requirements

  • Bachelor’s degree in Engineering, Computer Science, or related field with 8-10 years related experience; Master’s preferred.
  • Proven success in customer-facing roles and building executive relationships.
  • Strong technical knowledge of networking, security, and large-scale procurement.
  • Skilled in organizational leadership, financial management, and contract negotiation.
  • Excellent communication, negotiation, and stakeholder management abilities.
  • PMP, ITIL, or similar certifications preferred.
  • Security clearance.
Benefits
  • flexible work environment
  • empowering individual growth
  • well-being and belonging culture
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
networkingsecurityfinancial managementcontract negotiationSalesforceGainsightMavenlinkKantataproject management
Soft Skills
customer relationship managementorganizational leadershipcommunicationnegotiationstakeholder management
Certifications
PMPITILsecurity clearance