• Proactively identify customer’s goals and drive desired business outcomes • Align Ciena’s Services to with meet customer needs to help retain, grow account recurring revenue, and reduce account churn • Conduct customer operational and business and/or operational reviews at an appropriate cadence based on segment, where you will highlighting customer success achievements, proactively suggesting solutions to customer concerns, and driving identified improvement opportunities • Establish yourself as the trusted advisor for your book of business • Shepherd the customer customer journey through hand-offs, touchpoints, and milestones; such as: onboarding, managed services deployment, new product implementation, network growth, and to escalations to deliver a maximized customer experience • Identify and drive upsell/cross-sell opportunities across customer base your book of business • Share best practices and lessons learned within the internal Ciena Success community • Create and identify one-to-many solutions (KB articles, Success Stories, etc) within the Portal and Community • Ensure all customers have access to and are properly trained in self-service options such as the myCiena Portal & Community • Provide thought leadership in evolving global customer experience • Collaborate with appropriate account team(s) to ensure seamless communication, execution, deployment, and engagement throughout the customer’s journey with Ciena • Drive e and influence the value and adoption, usage, and adoption of our products and services using metrics developed in collaboration with other functional teams by leveraging data analytics • Proactively monitor customer health indicators and respond accordingly • Be prompt and effective in responding to customer needs • Take accountability for ensuring on-time renewals & account growth • Complete and proper documentation of all customer interactions, escalations, problem-resolution, and relationship management

Role Description The Customer Success Advocate is a front-line, customer-facing role responsible for ensuring that customers realize the full value of Motorola Solutions’ hybrid-cloud portfolio. This role focuses on driving product adoption, advancing workflow maturity, and strengthening long-term relationships. Success is measured by the ability to turn technology investments into measurable outcomes through high adoption, retention, and customer advocacy. As a Customer Success Advocate, you will manage a portfolio of customers within an assigned region, working under the guidance of the Senior Manager, Regional Customer Success. You will engage end users and key stakeholders to ensure our solutions are successfully onboarded, configured for real-world workflows, and consistently used in mission-critical scenarios. You will play a critical role in: - Reducing Time to First Value for new deployments. - Moving customers through increasingly advanced usage tiers. - Identifying risks to adoption and retention early and driving mitigation plans. - Surfacing expansion and cross-sell opportunities based on usage and outcomes. Customer Engagement & Adoption: - Build and maintain strong, trusted relationships with operational leadership and end users across your assigned customer portfolio. - Lead regular customer touchpoints (e.g., onboarding, QBRs/EBRs, health checks) to review usage, outcomes, and future needs. - Ensure customers and key work partners clearly understand the “why behind the buy” and that configurations align to their operational goals and workflows. - Drive high adoption of licensed features, with specific focus on daily active usage and mission-critical workflows. Workflow Maturity & Value Realization: - Apply a “Good-Better-Best” framework to guide customers from basic use to advanced, integrated workflows. - Use usage statistics and customer feedback to recommend configuration changes, workflow enhancements, and best practices. - Partner with customers to define success criteria, baselines, and measurable outcomes (e.g., response times, call handling efficiency, situational awareness). - Document and communicate customer success stories, including measurable impacts and operational improvements. Health Monitoring & Risk Management: - Monitor account health via adoption, license activation, utilization, and customer feedback data. - Identify early warning signs of churn risk or declining engagement and execute mitigation plans in partnership with the Senior Manager and cross-functional teams. - Capture and escalate customer issues, blockers, and product gaps to the appropriate internal teams (Support, Product, Deployment) to drive resolution. Cross-Functional Collaboration: - Collaborate closely with Sales, Deployment, Product Activation, and Support to ensure a seamless customer experience from deployment through renewal. - Provide structured feedback to Product and Sales on customer needs, feature requests, and usage trends. - Support Sales in renewal and expansion cycles by providing adoption insights, success stories, and risk assessments. Expansion & Growth Identification: - Listen for gaps in capabilities, emerging needs, and manual workflows that can be improved with complementary products and features. - Identify whitespace and expansion opportunities (upsell / cross-sell) and partner with Sales to progress them, grounded in demonstrated value and strong adoption. Qualifications - Familiarity with public safety operations, PSAPs, 9-1-1 call handling, or government technology environments. - Experience driving product adoption, conducting regular customer reviews, and managing a book of business against specific KPIs (e.g., adoption, retention, satisfaction). - Comfort using CRM and BI tools (e.g., Salesforce, Gainsight, Tableau, or similar) to monitor account health, user behavior, and adoption trends. - Strong verbal and written communication skills, with the ability to translate data and product capabilities into clear customer value and recommended next steps. - Ability to proactively identify risks, propose solutions, and drive follow-through with internal teams and customers. Requirements - High School diploma, Bachelor’s Degree in Business, Communications, Public Safety, Information Technology, or experience working with SaaS, cloud, or mission-critical technology products required. - 3–5+ years of professional experience in Customer Success, Account Management, Technical Account Management, Support, or a related customer-facing role. - Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position. Benefits - Incentive Bonus Plans - Medical, Dental, Vision benefits - 401K with Company Match - 10 Paid Holidays - Generous Paid Time Off Packages - Employee Stock Purchase Plan - Paid Parental & Family Leave - and more!

Role Description The Wholesale Client Advocate is willing to compromise in the pursuit of excellence and wants to help shape the future of lending. This position requires top performing sales/client support that provides an exceptional client experience and thereby influences continued production and market share growth. The Wholesale Client Advocate will become an industry subject matter expert that possesses strong operations acumen and is technology minded. - Works with Sales and Operations leadership to escalate issues, facilitate transparent communication and provide winning solutions for clients. - Applies calm and confidence based problem-solving techniques to successfully address and resolve issues for both internal/external clients to continuously improve processes and provide a competitive advantage through customer intimacy and operational excellence. - Builds strong interpersonal relationships with the Production Team, Operational Associates & Clients to create a collaborative working environment, maintain high morale & foster retention among all parties. - Serves as subject matter expert on Cardinal Financial policies, procedures, products and technology. - Establishes and promotes constructive feedback from clients and shares with Account Executive’s and Sales Leadership to help them identify sales opportunities or process efficiency ideas. - Shares ideas and best practices for success; serves as a peer mentor when called upon. - Demonstrates a sincere sense of empathy for the client’s needs; owns problems until they are resolved. - Provides World Class service through highly disciplined follow up and guidance to our Sales Team and Clients. - Establishes, maintains and promotes open communication with both Internal and External Clients to identify areas of sales opportunity and/or process. - Manages multiple projects with the ability to prioritize seamlessly, with strong attention to detail and deadlines. - Accountable for always doing the right thing for customers and colleagues, and ensures that personal actions and behaviors drive a positive culture for Cardinal teammates as well as a positive customer experience. - Supports and models the culture of Cardinal Financial. Qualifications - High school diploma or GED is required. - 2+ years experience in mortgage banking is required. - Working knowledge in all industry guidelines and policies (GSE’s, Regulatory & all related Compliance). - Proficiency with technological solutions including but not limited to LOS, Pricing Engines, and Agency Underwriting Engines. - Exceptional phone skills; articulate delivery and ability to build rapport quickly. - Excellent interpersonal, verbal and written communication skills. - Effective, resourceful and predisposed to action. - Skilled problem solver & decision maker with proven ability to think creatively and seek optimal solutions for all stakeholders. - Detail driven, highly responsive with a strong initiative and drive. - Energetic, hardworking and leads by example. - Ability to manage multiple priorities, tasks and work under pressure. - Ability to build and maintain effective business relationships, both internal and external. - Ability to identify areas for continuous improvement and make recommendations. - Ability to adapt well to change. - Accountable work ethic with proactive self-starter discipline and the desire to get better every day. - Innovative Mindset. Flexibility and willingness to accept new ideas, concepts, processes, and technology. - Desire to Win / Competitive Spirit. - Leader in Positive Attitude & Energetic / Contagious Enthusiasm. - Problem Solving Skills / Conflict Resolution; Passion for Client Service a must. - Well Organized / Accountable to Results. - Resourceful and dependable. - Third Party Origination experience a plus. - Proficiency in Google Docs helpful. Benefits - Strength, Stability, and Vision. - Great compensation package. - Opportunity for career growth. - A commitment to be a relevant market leader - we are aiming for the top! - Octane, our engineered proprietary technology that is transforming the mortgage industry. - An empowered culture where your ideas are important and your voice matters. - Great benefits package and 401K w/ 50% match up to a maximum employee contribution of 5%- Beginning the 1st of the month following 30-days of employment.

Role Description At VetClaims.AI, Veteran Advocates serve as trusted guides for veterans navigating the VA claims process. This role is centered on education, support, and advocacy — ensuring veterans understand their benefits, feel heard, and remain supported throughout their journey. This is a high call volume, veteran-facing role requiring empathy, organization, and the ability to communicate complex information clearly. Veteran Advocates work closely with internal teams to ensure every veteran receives accurate guidance and consistent follow-through. Qualifications - Veteran or deeply connected to the veteran community - Comfortable in a high-volume call environment - Empathetic, patient, and veteran-first in every interaction - Clear communicator who can explain complex systems simply - Organized, reliable, and detail-oriented - Operates with integrity and accountability Requirements - Experience in customer support, advocacy, case management, or call center roles - Ability to manage high volumes of inbound and outbound calls - Proficiency using CRM systems to document interactions accurately and in real time - Strong written and verbal communication skills - Ability to work independently in a remote setting Benefits - Mission-driven work supporting veterans nationwide - Fully remote role with structured daytime hours - Technology that reduces administrative burden - Collaborative, values-based team culture - Career growth without sales pressure - $40,000-$45,000 base salary (inflation adjusted annually) - Performance-based growth opportunities - No sales quotas or commission requirements