Senior Associate, Customer Technical Advocate - Remote

Overview

As a Senior Associate, Customer Technical Advocate at Ciena, you will develop and nurture technical relationships with top customers, ensuring a world-class customer experience through proactive engagement and support.

In Short

• Develop technical relationships with top customers.
• Monitor and engage on technical support cases.
• Assume role of escalation manager for critical issues.
• Coordinate customer business meetings to address technical concerns.
• Conduct post-mortem reviews of technical issues.
• Communicate network changes and product updates to customers.
• Work closely with Services and Support delivery teams.
• Influence customer retention and satisfaction.
• Foster trusted advisor status with customers.
• Willingness to travel within the region for customer reviews.

Requirements

• Bachelor’s Degree in Computer Science, Electrical Engineering, or Business Administration preferred.
• 3-5 years in a technical customer engagement role.
• Background in technical support or account management.
• Results-driven with a passion for customer experience.
• Strong analytical and problem-solving skills.
• Excellent communication and presentation skills.
• Collaborative and empathetic personality.
• Ability to influence and negotiate effectively.
• Dynamic and innovative thinker.
• Willingness to travel +25% for customer engagements.

Benefits

• Flexible work environment.
• Opportunities for individual growth and development.
• Commitment to diversity and inclusion.
• Supportive company culture.
• Access to a talent community for job alerts and career tips.