Customer Success Advocate
At a glance
Mid-level Customer Success role at Ciena. Remote, United Arab Emirates · full-time.
Pay not stated Customer Success salary
growthroles summary, based on the employer's posting.
What you'll do
- Guide new customers through onboarding with Sales, recording their goals and how success will be measured
- Build working relationships with customer engineering, operations and implementation teams
- Use customer data and success methods to increase use of Ciena products and services
- Track customer health and success measures, then address risks and coordinate responses to urgent issues
- Run business and operational reviews, share progress and recommend ways to increase customer value
What you bring
- A relevant bachelor’s degree or equivalent work experience
- At least two years in telecommunications in a customer-facing role such as customer success, technical support or service delivery
- Understanding of optical or DWDM technology, plus strong written, spoken and presentation communication
- You can solve problems, improve processes and bring teams to agreement through influence
Who this fits
This role is aimed at early-career candidates building a path in customer success, and is remote in the United Arab Emirates. You’ll work across customer teams and internal groups, with customer engagement spanning onboarding, adoption, risk management and growth.
From the employer
As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.
Customer success at Ciena is central to long-term customer value, retention, and growth. The Customer Success Advocate (CSA) plays a key role in fostering customer relationships and helping customers realize value from Ciena products and services. The role serves as a trusted customer advocate throughout the customer lifecycle and contributes to successful business outcomes. We are particularly interested in early-career candidates who are keen to develop a career in Customer Success and who bring strong communication, relationship-building, and problem-solving skills, together with a willingness to learn and grow.
How you will make an impact:
- Lead customer onboarding activities in partnership with Sales, documenting customer goals, expectations, and success criteria.
- Build trusted relationships across customer Engineering, Operations, and Implementation teams.
- Drive adoption of Ciena products and services through data analysis and structured customer success methodologies.
- Identify and qualify upsell and cross-sell opportunities aligned to customer business goals and challenges, collaborating with Account Management teams.
- Monitor customer health indicators and success metrics to identify and mitigate post-sales risks.
- Orchestrate cross-functional responses to critical customer issues and drive timely resolution and communication.
- Conduct business and operational reviews to communicate achievements, understand strategic priorities, and recommend solutions that increase customer value.
The must haves:
- Education: Bachelor’s degree in a relevant field (e.g., Business, Engineering, Communications) or equivalent work experience.
- Experience: 2+ of experience in the telecommunications industry in a customer engagement role (e.g., customer success, technical support, service delivery, or a related field).
- Exposure to or an understanding of Optical/DWDM technology
- Excellent written, verbal, and presentation communication skills for engagement with customers and internal stakeholders.
- Application of problem-solving approaches that drive positive change and continuous improvement.
- Ability to influence outcomes through persuasion, negotiation, and consensus-building across teams.
Nice to haves:
- Experience spanning both pre-sales and post-sales customer engagement activities.
- Demonstrated leadership behaviours grounded in integrity and customer satisfaction.
- Application of analytical techniques to generate actionable insights from data.
- Background in the telecommunications market and key service providers in the UAE and surrounding region.
- Collaborative, empathetic, customer-focused approach to stakeholder engagement.
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At Ciena, we are committed to building and fostering an environment in which 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.
Ciena is an Equal Opportunity Employer, including disability and protected veteran status.
If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.
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