Customer Service Account Manager – Ciena – Research Triangle Park, NC

The Opportunity / What we’re looking for:
We believe in the power of people. We are a network strategy and technology company that is motivated by making a difference in people’s lives – their productivity, their creativity, their health and comfort. That’s why our people design implement and sell technologies that allow people to do great things.

We’re looking for highly motivated and talented Senior Program Manager who is passionate about program coordination and relationship building with Tier 1 service providers in complex, mission critical operations involving OME/Photonics product deployment.

The role / What you will do at Ciena:
Work directly with customers to translate operational requirements into structured and executable tasks, milestones, or processes. Facilitates communications between customer operational groups and CIENA to meet customers’ needs. Builds and maintains long-term strategic relationships. Supports new business activities and proposal efforts. Acts as a mentor to support organizations and provides direction and guidance on an as needed basis. Regionally located and travel to customer site required.

Position to be located in Dallas, Raleigh, Atlanta or Remote

Specific Accountabilities :
Continuous customer relationship management

Customer advocacy into Ciena

End-to-end process management (services)

Delivering results against in-service challenges

Support for end to end Ciena services solution

Manage the service delivery life cycle

Metrics reporting (from delivery groups) & action planning

Executive escalation management

Contract renewals and entitlements

Delivery of services, revenues, margin, profitability

Ultimately responsible for service delivery to the satisfaction of the customer

Primary Duties and Responsibilities:
Service Contract Management : Track manage and report on revenue, cost, margin and DSO

Customer Satisfaction : Manage customer relationships at the appropriate operational/procurement level to ensure customer’s objectives are met.

Issue and Escalation Management : Coordinating all parties in resolving issues and escalations, effectively identifying issue severity and involving appropriate resources at all levels within Ciena and Verizon’s organizations, in order to achieve resolution to both companies’ satisfaction

Risk Management : Identifying, scoping, accessing and managing all risks associated with service contracts and/or service issues.

Communication : Ensure effective communications within Ciena, and between Ciena and Verizon to resolve all issues.

Coordination : Lead the completion of multiple assignments by coordination the activities of Ciena and Verizon including identifying, recording and tracking actions, holding conference calls and meetings to drive resolution.

Team Management/Building : Ensure that Ciena and Verizon work together as an effective team in driving delivery excellence. Develop effective relationships with key members of the Verizon team to ensure that objectives are aligned and jointly driven.

Service Improvement : proactively identify and drive opportunities for service sales and improvement.

Contract Renewals : work with account teams to ensure contract renewals.

New Service Business : work with account team to identify new service business opportunities, and deliver quotes to Verizon.

Required Skills

Strong communication skills: written and in formal presentations.

Project management skills in keeping projects on schedule and assuring all relevant parties are informed on progress or issues.

Demonstrated skills in desktop applications such as Excel, Word, PowerPoint and project planning software.

Negotiation skills essential.

Required Experience

Working knowledge of Ciena’s optical products, product engineering and deployment

Minimum 5 years’ industry experience or equivalent in the areas of project management, service deployment or customer service.

BS or equivalent in computer science, engineering, business or related fields.

Experience in telephony or network deployment.

The Ciena Experience:
Rewarding experience. Meaningful outcomes.

Make no mistake that we’re committed to developing leading network technology. But our path to innovation stems from our culture and outstanding people. We embrace diversity, celebrate inclusion, and champion ideas—across the table and around the world. This is the Ciena network. You won’t find complex organization charts and stiff protocols here! Innovation travels faster in an atmosphere where ideas can be freely discussed and brainstormed on the fly. A big part of work is about enjoying more satisfying outcomes—both personal and professional .

Becoming a Ciena employee:
What you can expect from us

You will receive notification of your successful application Successful applicants will be contacted by Talent Acquisition for an initial discussion. If suitable you will be considered for the short list and our formal interview process

Ciena values the diversity of our workforce and respects its employees as individuals, regardless of race, nationality, religion, sexual orientation, gender and age.

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