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Customer Success Advocate

3 weeks ago

Singapore Jobline Resources Pte Ltd Full time

**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.