Ciena Communications Japan Co., Ltd. - Customer Success

Description: 

As Customer Success Manager you will be responsible for development and nurturing the relationships of Ciena’s Top Customers. The Success Manager promotes retention, loyalty and advocacy by developing & driving a World Class Customer Experience. The Success Manager is the primary contact for customer intake, onboarding, contract management and issues prevention, creating a near effortless journey throughout the customers lifecycle.

Customer Success is absolutely vital to Ciena’s long-term growth & profitability. We will be successful when our customers recognize they are receiving tangible value from Ciena products and services.



Responsibilities

• Closely collaborating with Sales to facilitate a positive and welcoming onboarding experience for our customers making sure expectations are documented, mutually agreed, and 100% achievable

• Develop Customer Playbooks that define and document Key Success Indicators based on defined Customer Persona’s, Customer engagement plans, and a comprehensive Customer Success Strategic Plan.

• Drive and influence value, usage and adoption of our products and services using analytics and best practices.

• Foster a success-ori ...