Associate, Services Contract Entitlement

Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual’s passions, growth, wellbeing and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.
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Why Ciena:    

• We are big proponents of life-work integration and provide the flexibility and tools to make it a reality with remote work and potentially, part-time work. 

• We believe an inclusive, diverse and barrier-free work environment makes for empowered and committed employees. 
• We recognize the importance of well-being and offer programs and benefits to support and sustain the mental and physical health of our employees and their families and also offer a variety of paid family leave programs. 
• We are committed to employee development, offering tuition reimbursement and a variety of in-house learning and mentorship opportunities. 
• We know that financial security is important.  We offer competitive salaries and incentive programs, RSU’s (job level specific) and an employee share option purchase program. 
• We realize time away to recharge is non-negotiable.  We offer flexible paid time off! 

• Great work deserves recognition. We have a robust recognition program, with ongoing and enhanced awards for exemplary performance. 
   

How You Will Contribute:     

This position handles setting up and managing all Ciena customers standard warranty and Services contract to ensure that a customer receive the right level of maintenance support as detailed in their contracts.
 

Duties and Responsibilities:

• Independently works on Project/problems & apply professional judgment
• Demonstrate increased professional knowledge on business processes & Ciena applications.
• Ensure orders booked at regular interval have complete details filled in purchase order management tool on SharePoint
• Build the install base details and support options with use of details given in contract framework.
• Contact Customer success advocates/Sales/legal team if need clarification on an order.
• Correctly capture customer name, country, dates, price & other key details in the service contract.
• Check and verify that the information matrix of products and support match the PO and quote/proposal and supply the right level of detail to ensure complete and correct entitlement.
• Evaluate all in-flight projects for partial shipments and customer acceptance. Input the information to the contract entitlement process for enabling support.
• Send activation/renewal alerts according to the defined compliance statements to ensure correct and prompt service initiation and purchase order invoicing.
• Interact with IT support on application issues & consult other business processes for correction if needed
• Add new customers in the system on time and ensure they have access to Ciena’s portal.
• Create relationship in the system between Partner-reseller/Partner-Service with an end customer
• Collaborate closely with the functional teams to provide them information about any customer service profile or customer shipment data.
• Make corrections on entitlement data to rectify the error, if any.
• Supply ad hoc reports and analysis as needed.

What Does Ciena Expect of You?

• Initiative – you’re a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.
• Agility – you are readily able to make key decisions and manage competing and ever-changing account priorities and largely driven by the software development process.

• Communication expertise – you have the ability to influence and tailor your message and ideas to the audience to ensure understanding and consensus.
• The flexibility to work independently and as part of a broader team – you thrive in a multi-disciplinary team environment, but are comfortable working independently as required.
• Relationship builder – with an ability to influence, you’re able to get work done through others.
• A commitment to innovation – you keep abreast of the market and competitive developments and are always keen to formulate new ideas and problem solve.

The Must Haves:

• 4 - 6 Year experience in services operations, product warranty with understanding on customer support model
• 3 - 4 Year bachelor’s degree in any field.
• Self-motivated, must be able to work independently to prioritize activities and set functional goals/objectives
• Able to work well both in a team and independently
• Excellent interpersonal, communication, problem-solving, and client-facing skills to help strong relationships with the stakeholders and customers
• Able to prioritize and manage multiple tasks simultaneously

• Able to coordinate with and/or direct other team members to achieve planned business results
• Mindfulness to ensure data completeness and accuracy
• Must have computer ability and be well versed in MS Office
• Be comfortable working in a global organization