Sr Manager Customer Success

Ciena

22h

About The Position

As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact. Scope of Responsibilities • 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. • Customer Success Strategists 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.

Requirements

Bachelor’s degree in Engineering, Computer Science, or related field with 8-10 years related experience; Master’s preferred.
Equivalent combination of education and experience.
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.
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).

Nice To Haves

PMP, ITIL, or similar certifications preferred.
Security clearance.

Responsibilities

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.
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.
Liaison with Tech Support, CTAs, Repair team (all Maintenance Services groups) to ensure Services are provided as per commitment and achieve high CSAT.
Champion customer satisfaction by proactively identifying and resolving issues, ensuring high Net Promoter Scores (NPS) and contract renewals.
Salesforce us er and consultant for all CALA North matters (accounts / opptys / Non-Revs)
Learning, Maintenance and Managed Svcs revenue tracker for CALA North to assist with overall Services Revenue.
Training manager and facilitator for all of CALA North (scheduling / forecasting / deconflicting)
Direct liaison with Accounts Receivable. Enables the AR team to collect outstanding invoices / deconflict issues