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.
The preferred candidate must have fluency in written and spoken English and Spanish is required.
As a Renewal, Sr associate, you will play a pivotal role in maintaining and expanding customer relationships by proactively managing the renewal process for maintenance services contracts. This role combines strategic customer engagement, sales expertise, and collaboration across teams to ensure a seamless renewal process while driving revenue growth through renewals, upselling, and cross-selling opportunities.
Key Responsibilities:
- Renewal Management: Engage with customers whose contracts are nearing expiration, addressing objections, mitigating competitive risks, and ensuring a smooth renewal process.
- Revenue Growth: Identify upsell and cross-sell opportunities, recommend tailored solutions, and expand customer relationships in collaboration with Account Managers and Partner Account Managers.
- Customer-Centric Sales: Understand customer requirements and expectations to present customized solutions, pricing, and terms aligned with their needs.
- Forecasting & Pipeline Management: Provide accurate sales forecasts (weekly, monthly, and quarterly) while managing and prioritizing the renewal pipeline.
- Sales Operations Excellence: Accurately process quotes, legal documents, and transactions in Salesforce, ensuring all activity is tracked and records are updated.
- Customer Success Advocacy: Act as the voice of the customer by recommending products or services to enhance satisfaction, improve transaction quality, and drive loyalty.
- High-Volume Customer Interaction: Manage a high volume of customer contacts via phone and email daily, maintaining professionalism and a customer-first mindset during all interactions.
- Cross-Functional Collaboration: Build strong networks within Ciena’s ecosystem, including Account Teams, Customer Success, and Channel Partners, to optimize sales processes and avoid conflicts.
What Sets You Apart:
In today’s fast-paced market, the Renewal Specialist role aligns with evolving trends in customer lifecycle management, subscription-based services, and recurring revenue models. You’ll bring:- Emotional Intelligence: Exceptional self-awareness, relationship-building skills, and an ability to navigate complex environments effectively.
- Data-Driven Decision Making: Familiarity with predictive analytics and customer health scoring to identify renewal risks and upsell opportunities.
- Tech-Savvy Sales Approach: Proficiency with automation tools, CRM platforms (Salesforce), and AI-driven insights to streamline workflows and improve efficiency.
- Customer Success Expertise: A deep understanding of customer retention strategies, including identifying churn risks and driving loyalty through personalized engagement.
- Adaptability to Emerging Trends: Awareness of subscription economy dynamics, competitive landscapes, and evolving customer expectations.
Key Skills and Qualifications: - Bachelor’s degree preferred.
- 2–3 years of experience in a customer service or sales capacity, with proven success in achieving individual and/or team sales quotas/goals.
- Strong communication and interpersonal skills, with the ability to confidently engage Director-level and C-level contacts.
- Demonstrated aptitude for learning and optimizing new technology and data, including proficiency with MS Office programs and Salesforce or similar CRM systems.
- Proven ability to work collaboratively in cross-functional teams to solve complex problems.
- Persuasive and professional demeanor, especially in phone-based interactions.
- Strong organizational and time management skills, with the ability to multitask and prioritize effectively.
- Independent and proactive mindset, capable of resolving conflicts and driving results.
- High ethical standards, integrity, and humility, with a focus on teamwork and collaboration.
Benefits & Perks:
o Full benefits, including executive medical plan (OSDE 410), dental, vision and life insurance.
o Tuition reimbursement for Degree or Post-degree specialization.
o Annual Bonus.
o Periodic Market Adjustment
o Yearly subscription to top Fitness & Gym franchise.
o Flexible working hours.
o Mentoring & Career development.
Free subscription to digital learning platform. - The annual total target compensation pay range for this position is $110,700 - $176,900 USD. This includes both base and incentive compensation.
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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. Please note that 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. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.
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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.
Top Skills
What We Do
Ciena (NYSE: CIEN) is a global leader in networking systems, services, and software. We build the world’s most adaptive networks to enable our customers to deliver richer, more connected experiences for all users. At our core, Ciena is a company rooted in people. We prioritize deep, collaborative relationships within our teams and alongside our customers, partners, and communities around the world.
For three-plus decades, we’ve brought our humanity to our relentless pursuit of innovation. We continue to lead the evolution of networking with a strong track record of industry firsts. As end-user expectations skyrocket, our customers and their networks must transform. Ciena powers this transformation by driving next-generation solutions built for maximum openness and agility—today and into the future.
Corporate/Brand Values:
• Customer First
• Integrity
• Velocity
• Innovation
• Outstanding People
We're the perfect size for you to make an impact. W
Only Ciena has the depth of expertise and the culture of collaboration and partnership required to help our partners evolve. We do this by strategically integrating hardware, services, and software in an open environment to ensure our clients’ networks are ‘fit for flexibility’ today and into the f
Why Work With Us
We are known for our industry-firsts, including the first coherent optical solution, converged packet-optical platform, and intelligence automation platform. Our commitment extends beyond innovation, logging in over 35,000 volunteer hours and $2 million to worthy causes in 2023. We're the perfect size and culture for you to make a difference.
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