At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation. Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.F5’s Customer Engagement team plays a critical role in showing the world what’s possible when our customers bet on F5. We are laser focused on developing initiatives to ignite customer passion, create exceptional experiences, impact product adoption and retention, and ultimately create F5 customers for life. The Sr. Manager, Voice of The Customer Programs is responsible for creating and executing customer engagement and retention initiatives focused on gathering valuable customer feedback at scale through surveys, interviews, and other touchpoints to inform product and service improvements, build customer loyalty and advocacy, and reduce churn. This role is highly cross-functional and interacts frequently with senior leadership across marketing, product management, customer success, sales, support, and more. You will also help create and drive a customer-centric culture for F5.Key Responsibilities:Build and establish the strategic VoC priorities: Drive the process for determining priorities and areas of focus leveraging data & insights and create a plan and roadmap to address challenges in reducing customer friction.Champion Your Team: Lead an amazing team of customer feedback professionals to ensure customer insights are captured, leveraged across the organization, and infused in go-to-market initiatives.Analyze Feedback: Analyze customer feedback data to identify trends, issues, and opportunities for improvement across the entire journey from onboarding, adoption, value, advocacy and expansionMeasurement & Insights: Leverage Medallia and other solutions to develop a comprehensive engagement scoring framework to quantify and report out regularly on VoC feedback and programs that support customer satisfaction, loyalty and retention efforts. In addition, gather insights from multiple channels including Net Promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction Score (CSAT), customer interviews, CABs, and more.Delivery of results: Identify points of friction across F5 and evangelize key learnings and insights with peer and executive stakeholder teams.Background/ExperienceBachelor’s degree in business, marketing, or a related field. MBA preferred.8+ years of experience in customer facing roles including customer success, customer marketing, customer experience, research or related fields.Strong leadership skills with experience managing teams of 4+ professionals.Excellent analytical and problem-solving skills with the ability to analyze complex data sets and identify trends and insights.Experience with customer feedback tools and platforms, including survey software, text analytics, and data visualization tools like Medallia.Excellent communication skills with the ability to present insights and recommendations to executive leadership.Demonstrated ability to work collaboratively with cross-functional teams.Strong project management skills with the ability to manage multiple priorities in a fast-paced environment.The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.The annual U.S. base pay range for this position is: $156,800.00 - $235,200.00F5 maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, geographic locations, and market conditions, as well as to reflect F5’s differing products, industries, and lines of business. The pay range referenced is as of the time of the job posting and is subject to change.You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about F5’s benefits can be found at the following link: https://www.f5.com/company/careers/benefits. F5 reserves the right to change or terminate any benefit plan without notice. Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Yello/Workday (ending with f5.com or @myworkday.com).Equal Employment OpportunityIt is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting accommodations@f5.com.
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