Customer Success Advocate EMEA Services
- Belfast
- Permanent
- Full-time
- Closely collaborating with Sales to facilitate a positive onboarding experience for new customers making sure expectations are documented, mutually agreed, and 100% achievable
- Drive and influence value, usage and adoption of our products and services using analytics and methodologies. The CSA is Responsible for our customers End to End Service Lifecycle.
- Foster a success-oriented, accountable environment within the Services organization and company.
- Establish yourself as the 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
- Maintain awareness of new customer activity, to aid in forecast of Service opportunities
- Contribute to the ongoing development of new revenue opportunities, both product and service arising from customer engagements, network performance and issue resolution.
- Support pre-sales activities in collaboration with Sales teams, providing Services guidance in the bid and quote process of winning new business.
- Develop in-depth understanding of customer contracts & commitments related to delivery and outcomes. Understanding and preparing reports on associated risks and Liquidated Damages related to Services.
- Working with our delivery teams and closely monitoring Customer 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.
- Develop a firm understanding of the Revenue Recognition and Assurance process for your group of customers – ensuring all factors that may impact forecasted Revenue are understood and mitigated.
- Min 1-2 years in telecom industry in a customer engagement role, preferable proven strong Services and Customer facing role experience
- Excellent communication & presentations skills
- Leadership qualities with high integrity.
- Out of the box problem solver – able to be a Change Agent
- Ability to influence through persuasion, negotiation, and consensus building
- Ideally some 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
- Demonstrate evidence 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
- 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