Associate Project Manager, Customer Success

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.

Ciena’s long-term growth depends on customers realizing measurable value from its products and services. This early-career role is suited for professionals with initial experience in project coordination, service delivery, or customer engagement within a technology environment. This role strengthens customer loyalty, retention, and advocacy by ensuring customer outcomes are clearly defined, delivered, and continuously improved across the full lifecycle. The position plays a central role in creating a consistent, high-quality customer experience that supports sustainable revenue growth.

How you will make an impact:

• Build strong relationships with internal stakeholders and customers to foster collaboration and trust.

• Participate in team meetings, brainstorming sessions, and strategy discussions.

• Stay up-to-date with Ciena’s products, services, and industry trends.

• Contribute to process improvement initiatives to enhance efficiency and effectiveness.
  
  Project Management Support:

• Assist in planning, tracking, and managing project timelines, deliverables, and milestones.

• Coordinate with internal teams to ensure alignment on project goals and schedules.

• Prepare and maintain project documentation, including status reports, meeting minutes, and risk assessments.

• Help identify potential risks and propose mitigation strategies to ensure successful project delivery.

• Support resource allocation and scheduling to meet project requirements.
  
  Customer Success Support:

• Act as a liaison between customers and internal teams to ensure customer satisfaction.

• Assist in onboarding new customers by providing training, resources, and guidance on Ciena products and services.

• Monitor customer feedback and proactively address concerns or issues to enhance the customer experience.

• Collaborate with the Customer Success team to develop strategies for improving customer retention and engagement.

• Support the creation of customer-facing materials, including presentations, guides, and reports.

The must haves:

• Education: Bachelor’s degree in Business, Engineering, Marketing, or Communications preferred, or relevant years of work experience.

• Experience: Min 3 years in the technology industry in a role related to project management, customer engagement or customer success, preferably within Services.

• Strong organizational and time management skills with the ability to handle multiple tasks and meet deadlines.

• Excellent verbal and written communication skills.

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and project management tools (e.g., MS Project, JIRA).

• Analytical mindset with attention to detail and problem-solving abilities.

• A customer-focused attitude with a desire to deliver exceptional service.

• Ability to work collaboratively in a team environment and adapt to a fast-paced setting.

Nice to haves:

• Background spanning both pre-sales and post-sales customer engagement activities.

• Experience influencing customer decisions through persuasion, negotiation, and consensus building.

• Participation in identifying upsell and cross-sell opportunities aligned to customer goals.

• Experience operating across multiple regional countries within a technology services organization.

• Application of data analytics best practices to drive product and service adoption.

• Experience contributing to customer advocacy and reference development initiatives.

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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 an Equal 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.