Responsibilities
• Closely collaborating with Sales to facilitate a positive and welcoming onboarding experience for our customers making sure expectations are documented, mutually agreed, and 100% achievable
• Develop Customer Playbooks that define and document Key Success Indicators based on defined Customer Persona’s, Customer engagement plans, and a comprehensive Customer Success Strategic Plan.
• Drive and influence value, usage and adoption of our products and services using analytics and methodologies.
• Foster a success-oriented, accountable environment within the Services organization and company.
• Establish yourself as the de facto trusted advisor with all customers by developing rock solid customer relationships across your customer’s business including Engineering, Operations, Finance, Procurement, and Implementation.
• Drive new business growth through greater advocacy and reference-ability
• Working with our delivery teams and closely monitoring Customer Success Indicators, ensure that post sales issues are proactively identified and resolved prior to customer realization or impact
• Act as the quarterback for product and services challenges & critical issues; ensuring that all services delivery commitments are exceeded and that Ciena delivers a world class customer service experience whereby our customers are delighted.
• Provides timely information on progress towards major issue resolution and facilitates that resolution by bringing together the appropriate functional leads.
• Ensures implementation of a procedure to prevent problem reoccurrence and/or recommends products or services to better meet the customer’s needs
• Working collaboratively with our Sales Team, facilitate accurate, on time renewals with identified new services driving improved outcomes for our customers (360° Motion)
• Establish a cadence to keep internal and external stakeholders updated on business and operational progress with periodic review sessions.
Requirements
• Min 5+ years in telecom industry in a customer engagement role, preferable proven strong Services and Customer facing role experience
• Excellent communication & presentations skills
• Ability to influence through persuasion, negotiation, and consensus building
• Ideal a combined background of 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.
• Relentless passion to drive business growth
• Demonstrated years 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
• Breadth of technology, Services and strong eye for business.
• 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
• Proven track record of working directly with customers under exciting circumstances.
Licence No: 12C6060
