Customer Success Advocate EMEA Services - London, England, United Kingdom - Ciena

Ciena London, England, United Kingdom

2 days ago

£60,000 - £75,000 per year

Description

About the Role:

The Customer Success Advocate is a critical role responsible for developing and implementing strategies to ensure customer success. This involves close collaboration with sales teams, delivering world-class customer experiences, and fostering strong relationships with customers to drive retention, growth, and revenue expansion.

Key Responsibilities:

Collaborate with sales teams to deliver seamless onboarding experiences for new customers, ensuring mutual understanding of expectations and goals.
Drive value adoption and utilization of Ciena's products and services, leveraging analytics and methodologies to optimize customer outcomes.
Foster a culture of success within the Services organization, promoting accountability, innovation, and customer-centricity.
Develop and maintain trusted advisor relationships with customers, providing strategic guidance and support across their business functions.
Identify opportunities for new business growth through increased advocacy and referenceability.
Maintain awareness of customer activity to inform Service opportunity forecasts.
Contribute to the development of new revenue streams arising from customer engagements, network performance, and issue resolution.
Support pre-sales activities in collaboration with Sales teams, providing Services expertise in bid and quote processes.
Develop in-depth understanding of customer contracts and commitments related to delivery and outcomes, preparing reports on associated risks and Liquidated Damages.
Work closely with delivery teams to monitor Customer Indicators, proactively identifying and resolving post-sales issues before customer realization or impact.
Act as the quarterback for product and services challenges and critical issues, ensuring Services delivery commitments are exceeded and a world-class customer service experience is delivered.
Provide timely information on progress towards major issue resolution, facilitating resolution by bringing together functional leads.
Implement procedures to prevent problem reoccurrence and recommend products or services to better meet customer needs.
Collaborate with Sales Teams to facilitate accurate, on-time renewals, driving improved outcomes for customers (360° Motion).
Establish a cadence to keep internal and external stakeholders updated on business and operational progress with periodic review sessions.
Develop a deep understanding of Revenue Recognition and Assurance processes for assigned customers, mitigating factors that may impact forecasted Revenue.

Requirements:

Minimum 1-2 years of experience in the telecom industry, preferably in a customer engagement role.
Excellent communication and presentation skills.

Preferred Requirements:

A highly energetic and relationship-driven customer-facing individual knowledgeable about the technology marketplace, dynamics, and trends, with a passion for making an impact on the future of communications.

Leadership qualities with high integrity.
Out-of-the-box problem solver able to be a Change Agent.
Ability to influence through persuasion, negotiation, and consensus building.
Preferably some background in both pre-sales and post-sales experience.
Strong analytical skills and a deep understanding of value drivers in recurring revenue business models with ability to translate data into meaningful insights.
Demonstrate evidence of retaining and delighting customers in a large product and services organization spanning regional countries in the technology sector, preferably in Optical, Packet, and/or Network Automation.
Strong business judgment and ability to think through complex business issues.
A dynamic personality that is collaborative, compassionate, passionate, and customer-focused.
Results-driven mentality, with a bias for speed and action and a relentless passion for increased revenue and growth.
Interface and manage all levels of a matrix global organization.

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