Customer Success Advocate
7 hours ago
About this Role
Ciena Communications Singapore Pte. Ltd. is seeking a skilled Customer Success Advocate to join our team. As a Customer Success Advocate, you will be responsible for developing and nurturing relationships with our top customers, promoting retention, loyalty, and advocacy through a world-class customer experience.
Your Key Responsibilities
- Collaborate with Sales to ensure a positive onboarding experience for our customers, documenting and agreeing upon expectations.
- Develop customer playbooks that define key success indicators based on customer personas, engagement plans, and strategic plans.
- Influence value, usage, and adoption of our products and services using analytics and methodologies.
- Foster a success-oriented environment within the Services organization and company.
- Establish trusted relationships with customers, developing rock-solid relationships across their business.
- Drive new business growth through advocacy and reference-ability.
- Proactively identify and resolve post-sales issues before customer impact.
- Act as a quarterback for product and services challenges, ensuring delivery commitments are exceeded and a world-class customer service experience is delivered.
- Provide timely information on issue resolution and facilitate resolution by bringing together functional leads.
- Implement procedures to prevent problem reoccurrence and recommend products or services to meet customer needs.
- Facilitate accurate, on-time renewals with new services, driving improved customer outcomes.
- Establish a cadence to keep stakeholders updated on business and operational progress.
Requirements
- 5+ years of experience in a customer engagement role, preferably with services and customer-facing experience.
- Excellent communication and presentation skills.
About Ciena Communications Singapore Pte. Ltd.
We are committed to building a diverse and inclusive workplace where our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination and are an Equal Opportunity Employer, including disability and protected veteran status.
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