Customer Engagement Manager

As the global leader in high-speed connectivity, Ciena builds the critical infrastructure powering the AI era. We're a technology company shaping the future of networking, guided by innovation, integrity, and collaboration. Through development opportunities, meaningful work, and flexibility, Ciena supports growth and well-being - on and off the job. Connect with a career that matters.

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

• Bachelor's degree in electrical engineering, computer engineering, computer science, business, or equivalent 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.

• Experience with managed services and build-operate-transfer projects.

• PMP certification and virtualization or networking technology certifications.