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Position Title: Customer Success Advocate
Responsibilities:
• Google Contacts Onboarding & Support:
o Assist new customer contacts at Google with onboarding processes, including portal setup and initial training as requested.
o Respond to Google inquiries via email, phone, and chat in a timely and professional manner.
o Troubleshoot and resolve Google issues by pulling together the correct internal teams necessary for resolution, escalating complex problems as needed.
o Provide clear and concise product/service information and guidance as required.
• Relationship Building & Communication:
o Build rapport and establish positive relationships with Google. Google appreciates and responds well to initiative in issue resolution, frequent follow-up on open issues, and prompt resolution to those issues.
o Proactively communicate with Google to ensure their satisfaction and address potential concerns. The most frequent interactions are related to managing RMA delivery and MOL collections, product quality issues, training requests, and maintenance contract questions.
o In addition to daily/weekly interactions, effective planning and preparations for the Monthly Quality Reviews and QBRs are key to maintaining a healthy relationship.
o Gather customer feedback and relay it to the appropriate teams (e.g., product quality issues, services SLA misses, and positive experiences).
o Maintain accurate records of customer interactions and issues by updating Totango touchpoints, recording, and following up on actions from Google MQRs, QBRs, and weekly or recurring meetings.
o Create a Google account using the @ciena.com email domain to be able to communicate through chat, Google Drive, and to be able to schedule meeting using Google Meet.
• Customer Advocacy & Retention:
o Identify opportunities to improve Google's experience with Ciena and contribute to customer retention efforts.
o Advocate for Google needs within the company.
o Help Google understand the full value of our product/service. At the same time, be attentive during all interactions with Google to identify new services opportunities that can help Google achieve their goals.
• Learning & Development:
o Stay up-to-date on Ciena product/service updates and industry best practices.
o Participate in ongoing training and development opportunities.
o Contribute to the development of internal knowledge base and resources.
Qualifications:
• Skills:
o Excellent written and verbal communication skills.
o Strong problem-solving and analytical abilities.
o Ability to work independently and as part of a team.
o Customer-centric mindset with a passion for helping others.
o Proficiency in using CRM software (e.g., Salesforce, Totango) is a plus.
o Ability to learn new software quickly.
o Strong organizational skills.
Personal Attributes:
• Positive attitude and enthusiasm.
• Detail-oriented and organized.
• Proactive and self-motivated.
• Adaptable and willing to learn.
Growth Opportunities:
This role provides a strong foundation for career growth within the Customer Success team. Successful Advocates can advance to roles such as Customer Success Advocate, Senior Customer Success Advocate, or other related positions.