About the Role
Customer Engagement Management plays a critical role in ensuring successful managed service delivery and customer satisfaction across complex technology programs. This position works closely with customers, partners, and cross-functional teams to deliver projects that align with business objectives while maintaining a high-quality customer experience. Success in this role contributes to effective project execution, operational excellence, and long-term customer relationships.
How you will make an impact
•Drive managed service onboarding projects from quote acceptance through service activation and ongoing performance reporting.
•Deliver project scope while optimizing schedules, costs, resources, and third-party deliverables.
•Lead customer engagement activities and serve as the escalation point for managed service delivery matters.
•Manage multiple customer projects and coordinate stakeholder communications.
•Present executive-level project updates, tracking reports, and status communications.
•Identify, assess, and mitigate project risks throughout the project lifecycle.
•Collaborate with Services, Product, Supply Chain, Sales, partner, and customer teams to achieve project objectives.
The must haves
•Education: Bachelor's degree in electrical engineering, computer engineering, computer science, business, or equivalent experience.
•Experience: 8+ years of relevant experience in the Information and Communications Technology (ICT) field with program or project management responsibilities supporting managed services, optical, cloud, or virtualization delivery projects.
•Application of negotiation, influence, collaboration, customer-facing communication, and statement of work management practices.
•Monitor incident management activities and coordinate resolution in alignment with service level agreements.
•Manage customer communications, escalated incidents, action items, and service delivery activities to support customer satisfaction.
•Coordinate technical support and field engineering activities to address operational issues and critical equipment maintenance requirements.
•Demonstrated skills utilizing desktop applications, project management tools, financial tools, and the ability to travel in support of customer projects.
Nice to haves
•Experience with managed services and build-operate-transfer projects.
•Certifications: PMP certification and virtualization or networking technology certifications.
•Education: MS OR MBA.
•Experience with multivendor and software professional services supporting communication service provider or enterprise customers.
•Certifications: ITIL v4/6 Foundation ITSM Certification.
•Service Provider experience.
Pay Range
The annual pay range for this position is $88,200 - $140,800 USD.
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. 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. Ciena also complies with all applicable laws regarding Paid Family Leave and other leaves of absence.
