Customer Success Advocate

Ciena

1d

About The Position

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. As a Customer Success Advocate, make a meaningful impact by strengthening customer relationships, ensuring seamless delivery of services, and enabling financial accuracy across key programs. This role plays a pivotal part in optimizing the customer experience, safeguarding service margins, and maintaining contract fidelity—while collaborating across Program Management, Operations, Finance, and Sales teams to drive project success.

Requirements

• Bachelor’s degree in a related field and 8–10 years of relevant experience, or an equivalent combination of education and experience
• US citizenship
• Strong analytical and critical‑thinking capabilities with the ability to identify root‑cause issues
• Strong communication, organization, and problem‑solving abilities
• Ability to work effectively in cross‑functional environments and independently drive objectives from high‑level program goals
• Proficiency with Microsoft Office applications (Word, PowerPoint, Excel)
• Demonstrated ability to manage resources effectively

Nice To Haves

• Active Top Secret or Secret Security Clearance
• Experience supporting pre‑sales initiatives such as providing financial inputs for proposals and RFP responses
• Familiarity with customer success, quoting, or contract administration processes within technology or services organizations
• Experience working with project management or customer success platforms such as Salesforce, Mavenlink, or Gainsight
• Knowledge of program operations within federal or government contracting environments
• Residency in the Washington, D.C. or Baltimore, MD metro area

Responsibilities

• Lead the management and accuracy of service opportunities in Salesforce and Mavenlink, ensuring project information and performance metrics remain current
• Maintain customer health insights within Gainsight to support data‑driven decisions and proactive engagement
• Oversee subcontract administration for Ciena Government Solutions by coordinating with Contract Management to ensure accurate contract and modification entry into Salesforce and Mavenlink
• Partner with Account Teams, Quoting, and Order Management to support compliant and timely subcontract quoting and processing
• Coordinate with Accounts Receivable to ensure proper invoicing and payment tracking for designated subcontract activities
• Facilitate clear communication among internal teams and external stakeholders to support bookings, contract execution, and schedule adherence
• Collaborate closely with Service Project Managers to maintain project schedules, report on progress, and contribute to process improvement initiatives across contract bookings and project operations

Benefits

• medical, dental, and vision plans
• participation in 401(K) (USA) & DCPP (Canada) with company matching
• Employee Stock Purchase Program (ESPP)
• Employee Assistance Program (EAP)
• company-paid holidays
• paid sick leave
• vacation time

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level