Customer Engagement Manager

Ciena

. Drive onboarding of Managed Service delivery projects from quote reception through service turn-up and monthly performance reporting .

Posted 9/29/2026full-timeRemote • United StatesSeniorLead💰 $82,300 - $131,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in project management for Managed Services, focusing on customer satisfaction, incident management, and effective communication. Proficient in coordinating technical support and overseeing field engineers to ensure successful project delivery.

Highest-signal resume keywords

Project ManagementCustomer Satisfaction ProcessesIncident ManagementNegotiation SkillsPMP Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project ManagementIncident ManagementOptical DeliveryCloud DeliveryVirtualization DeliveryQuantitative SkillsField Engineer CoordinationCustomer-Facing SkillsProcess ImplementationAction Item Follow-Up

Soft Skills

MentoringCollaborationCommunication SkillsSelf-MotivatedAttention to Detail

Tools & Technologies

Project Management ToolsFinancial ToolsDesktop Applications

Certifications & Qualifications

PMP CertificationITIL v4/6 Foundation ITSM Certification

Industry Keywords

Information and Communications TechnologyManaged ServicesBuild-Operate-Transfer ProjectsService Provider ExperienceMultivendor Services

Tech Stack

Tools & technologies

CloudITSMPMP

About the role

Key responsibilities & impact

Drive onboarding of Managed Service delivery projects from quote reception through service turn-up and monthly performance reporting
Deliver project scope while adhering to and optimizing schedules, costs, and resources
Manage Ciena, partner, and third-party deliverables
Act as counterpart to the customer’s program leader to ensure customer satisfaction
Serve as escalation point for managed service delivery activities
Act as hands-on project manager for multiple projects
Prepare and present executive-level project communications
Track projects and manage stakeholders
Identify, manage, and mitigate project risks
Collaborate with Services, product teams, supply chain, and sales
Monitor incident management and provide updates on hot or escalated incidents
Coordinate technical support to address operational issues and customer needs
Develop, implement, and monitor processes to increase customer satisfaction
Follow up on open action items and ensure commitments are met
Oversee field engineers in different locations performing physical maintenance or fixing critical equipment issues

Requirements

What you’ll need

8+ years of relevant experience in the Information and Communications Technology (ICT) field
Prior program/project management responsibilities for managed services involving optical, cloud, or virtualization delivery projects
Strong negotiation skills with customers and resource owners
Ability to mentor and lead by influence and collaboration
Excellent written, verbal, and presentation communication skills
Strong quantitative skills
Attention to statement of work details
Customer- and partner-facing skills
Self-motivated and customer-focused
Ability to monitor incident management and ensure timely resolution against SLAs
Ability to provide updates on hot or escalated incidents
Ability to coordinate technical support for operational issues and customer needs
Ability to develop, implement, and monitor customer-satisfaction processes
Ability to follow up on action items and ensure commitments are met
Ability to oversee field-engineer coordination across different locations
Bachelor’s degree in electrical engineering, computer engineering, computer science, business, or equivalent experience
Demonstrated skills in desktop applications, project management tools, and financial tools
Ability to travel to support customer projects
Experience with managed services and build-operate-transfer projects is a plus
PMP certification is a plus
Virtualization and networking technology certifications are a plus
MS or MBA is valuable
Experience with multivendor and software professional services is preferred
ITIL v4/6 Foundation ITSM Certification
Service Provider experience is highly desirable

Benefits

Comp & perks

Development opportunities
Flexible work arrangements
Medical, dental, and vision plans
401(k) (USA) and DCPP (Canada) with company matching
Employee Stock Purchase Program (ESPP)
Employee Assistance Program (EAP)
Company-paid holidays
Paid sick leave
Vacation time
Paid Family Leave and other leaves of absence
Discretionary incentive bonus eligibility for non-Sales employees
Sales commission eligibility for Sales employees