Customer Engagement Manager

As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We're a technology company that leads with our humanity-driving our business priorities alongside meaningful social, community, and societal impact.

How You Will Contribute:

• Lead Managed Service delivery projects from quote reception through service turn-up and monthly performance reporting, ensuring alignment with organizational goals.
• Manage project scope delivery while optimizing schedule, costs, and resources, including Ciena, partner, and third-party deliverables.
• Serve as the primary counterpart to the customer's program leader, ensuring customer satisfaction and acting as the escalation point for delivery activities.
• Execute hands-on project management for multiple customer projects.
• Develop and deliver executive-level communications, project tracking updates, and stakeholder management reports.
• Identify, manage, and mitigate project risks effectively.
• Collaborate cross-functionally with teams in Services, product development, supply chain, and sales to drive project success.

The Must Haves:

• 8+ years of experience in the Information and Communications Technology (ICT) field, with a focus on program/project management roles for managed services involving optical, cloud, or virtualization delivery projects.
• Proven negotiation skills and ability to mentor and lead through influence and collaboration.
• Exceptional written, verbal, and presentation communication skills, coupled with strong quantitative abilities and attention to detail in statement of work documentation.
• Demonstrated ability to monitor incident management, ensuring timely resolution within SLAs, and provide updates on escalated incidents.
• Expertise in coordinating technical support, operational issue resolution, and customer needs to meet service delivery expectations and SLAs.
• Bachelor's degree in electrical engineering, computer engineering, computer science, business, or equivalent experience.
• Proficiency in desktop applications, project management tools, and financial systems, along with the ability to travel to support customer projects.

Nice to Haves:

• Experience with managed services and build-operate-transfer projects.
• PMP certification, along with virtualization and networking technology certifications.
• Advanced degree (MS or MBA) is advantageous.
• Background in multivendor and software professional services for communication service providers or enterprise customers.
• ITIL v4/6 Foundation ITSM Certification.
• Service Provider experience is highly desirable.

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Pay Range:

The annual pay range for this position is $79,300 - $126,700.

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At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.

Ciena is anEqual Opportunity Employer, including disability and protected veteran status.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.