Customer Success Advocate: Tech Touch Centralization (Godoy …, Godoy Cruz

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 Description
- Proactively identify customer’s goals and drive desired business outcomes
- Align Ciena’s Services to meet customer needs to help retain, grow account recurring revenue, and reduce account churn
- Conduct 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 opportunities
- Establish yourself as the trusted advisor for your book of business
- Shepherd 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 experience
- Identify and drive upsell/cross-sell opportunities across customer base in your book of business
- Share best practices and lessons learned within the internal Ciena Success community
- Create and identify one-to-many solutions (KB articles, Success Stories, etc.) within the Portal and Community
- Ensure all customers have access to and are properly trained in self-service options such as the myCiena Portal & Community
- Provide thought leadership in evolving integral customer experience
- Collaborate with appropriate account team(s) to ensure seamless communication, execution, deployment, and engagement throughout the customer’s journey with Ciena
- Drive 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 analytics
- Proactively monitor customer health indicators and respond accordingly
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