Customer Technical Success Advocate (Optical Networking)
Supporting a global client across the Island of Ireland
As a Customer Success Advocate, you’ll play a vital role in delivering world-class customer experiences, driving technology adoption, and influencing strategic outcomes for some of our client’s most important world recognised customers. You’ll have the opportunity to combine deep technical knowledge with relationship management in a dynamic, customer-centric environment.
About the Role
We are seeking an experienced Customer Technical Support candidate with strong expertise in optical networking to support our clients’ customers this role can be based in Northern Ireland or Ireland. This is a customer-facing, role responsible for ensuring successful onboarding, driving service adoption, fostering long-term relationships, and enabling overall customer satisfaction throughout the full service lifecycle.
The ideal candidate will combine technical expertise with project management and relationship-building skills, serving as a trusted partner and point of escalation for key customers.
Key Responsibilities
- Act as the primary point of contact for customers, ensuring alignment between operational delivery and contractual commitments.
- Drive customer outcomes through proactive engagement, issue prevention, and strategic guidance.
- Support onboarding and service adoption, ensuring customers realise full value.
- Build and nurture strong relationships that promote customer retention, loyalty, and advocacy.
- Manage complex or escalated situations, collaborating cross-functionally to ensure quick and effective resolution.
- Provide both pre-sales and post-sales support, aligning technical and business objectives.
- Serve as a trusted advisor to customers, understanding their networking environment and helping drive continuous improvement.
- Travel to customer locations approximately every two months as part of the engagement model.
Qualifications and Experience
- 5yrs+ of experience in customer-facing roles within optical networking or related telecommunications fields
- Strong understanding of optical networking technologies and deployment practices.
- Proven ability to manage complex customer relationships, projects, and escalations.
- Experience across both pre-sales and post-sales engagements.
- Excellent communication, negotiation, and stakeholder management skills.
- Ability to work independently in the field while collaborating closely with internal teams.
