Customer Success Advocate

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.

• 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 datadriven 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

• 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 criticalthinking capabilities with the ability to identify rootcause issues

• Strong communication, organization, and problemsolving abilities

• Ability to work effectively in crossfunctional environments and independently drive objectives from highlevel program goals

• Proficiency with Microsoft Office applications (Word, PowerPoint, Excel)

• Demonstrated ability to manage resources effectively

• Active Top Secret or Secret Security Clearance

• Experience supporting presales 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

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Pay Range:

The annual pay range for this position is $106,700 - $170,500.

Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.

Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including 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, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.