Customer Success Advocate: Tech Touch Centralization …, Comodoro Rivadavia

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 DescriptionProactively identify customer's goals and drive desired business outcomesAlign Ciena's Services to meet customer needs to help retain, grow account recurring revenue, and reduce account churnConduct 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 opportunitiesEstablish yourself as the trusted advisor for your book of businessShepherd 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 experienceIdentify and drive upsell/cross-sell opportunities across customer base in your book of businessShare best practices and lessons learned within the internal Ciena Success communityCreate and identify one-to-many solutions (KB articles, Success Stories, etc.) within the Portal and CommunityEnsure all customers have access to and are properly trained in self-service options such as the myCiena Portal & CommunityProvide thought leadership in evolving integral customer experienceCollaborate with appropriate account team(s) to ensure seamless communication, execution, deployment, and engagement throughout the customer's journey with CienaDrive 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 analyticsProactively monitor customer health indicators and respond accordinglyBe prompt and effective in responding to customer needsTake accountability for ensuring on-time renewals & account growthComplete and proper documentation of all customer interactions, escalations, problem-resolution, and relationship managementIdeal ProfilePassionate about maximizing your customers' outcomes, experiences, and educationNaturally predictive and proactive in problem-solvingExcellent presentation skillsPassionate about being client-facing environmentHighly organized and effectively responsive to customer needsTechnologically savvyExceptional communication and conflict resolution skillsEnjoys a high degree of autonomy and independenceThrives and excels in thought leadershipNaturally optimistic, positive, and with a good attitude focused on solving complex problemsAbility to influence through persuasion, negotiation, and consensus buildingNaturally skilled in building relationships across a diverse customer baseEnjoys multi-tasking and thrives in a fast-paced environmentAble to take the lead in moving conversations and projects forwardCombined background in both pre-sales and post-sales motionsStrong analytical skills and a deep understanding of value drivers and KPIs in recurring revenue business modelsAbility to create, translate, and manipulate data into actionable insightsStrong critical thinking and complex problem-solving skillsEnjoys working in a collaborative environment with a teamResults-driven mentality that balances speed and qualityBachelor's Degree in Business, Engineering, Marketing or Communications preferred or relevant years of work experiencePreferred 5+ years in technology industry in a customer success role in the technology industryExcellent communication & presentations skillsMicrosoft Word Office suite proficientCiena is an Equal Opportunity Employer, including disability and protected veteran status.#J-*****-Ljbffr Postúlate en Kit Empleo: kitempleo.com.ar/empleo/pya2f