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.Fix-term contract: 12 months (maternity cover)Customer Success is integral to our long-term success as a company. Our team of Customer Success Managers (CSM) are trusted advisors: from the point of sale and extending through onboarding, project success, and renewals. The CSM partners closely with internal F5 groups, provides input to a customer’s strategic plans and helps our customers identify areas to improve their use of and uncovering new uses for F5 amongst their portfolio.Our activities could include on-boarding, support, services, adoption, advocacy, retention and outcomes such as renewals, up-sell and churn reduction.Our team is passionate about our goals but flexible in our approach. We are enablers to ensure our customers are successful and engaged and understand the full value of their investment with F5.As part of our team, you will continuously improve on your network and internal relationships, working closely internally and externally to enable further adoption of F5 products within your customers.Primary Responsibilities Customer Loyalty & Value GenerationWe help to ensure that customers derive value from their investment in F5, utilize all of their licenses, identify new opportunities, and collaborate with other F5 teams to ensure adoption and a successful renewal.We have a key role in the increase of renewal rates and reducing churn.Our team supports future lifetime value through higher product adoption, customer satisfaction and overall health scores.We drive new business growth through greater advocacy and reference-ability.Our CSMs promote and educate customers on the resources and wider customer communities available. These forums will encourage engagement, drive future projects forward and efficient utilization.We act as a ‘mentor’ by working in partnership with the customers support service to ensure it is being effective for improvement requests and critical issues.We guide our customers through significant service achievements such as upgrades, new releases and new features.Leadership & CollaborationWhere applicable partner we with our account teams and other internal teams to develop successful account strategies and plans that direct company resources to encourage renewal and return of investment cross pillar.We engage with our customers' cloud strategies and the guide them by providing resources that can assist their strategic business direction.Our team facilitates internal relationships to promote customer success activities such as on-boarding, training, professional services, customer support, renewals, cross-sell/up-sell, advocacy.We work diligently and consistently to update the internal Customer Relationship Management system with the customer’s business objectives and any metrics that define success to the customer.Our CSMs develop and maintain a continuous close relationship with the relevant Application Sales Representative(s) throughout the customer lifecycle.Industry KnowledgeWe aid the F5 team in mapping customer journey.Our team delivers regular business reviews and success plans to senior executives and key business partners.We monitor customer usage data, health indicators, renewal dates and growth opportunities and translate into strategies for success.We seek to develop an understanding of typical challenges faced by customers and appropriately map F5 features and associated business benefits to address their needs.Demonstrate Critical Thinking, Innovation & Ability to Deliver ResultsWe analyse data to enable us to develop a plan for each customer to ensure outcomes are measurable.Our team uses customer surveys for product and service feedback to help product management define the product roadmap and build continuous performance improvements across all teams.We are Customer Success evangelists for F5 aiding in growing the tools and systems required to be successfulWe participate in the development of tools and resources used by our team, as well as the engagement points and methods both internal and external to F5.We are each responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.We may perform other related duties as assigned.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 these are subject to change.Knowledge, Skills and AbilitiesExperience from and passionate about a customer facing role involving cloud based/SaaS technology with collaboration with internal partners.Ability to quickly grasp and distinctly explain technological and business conceptsValidated ability to develop and cultivate lasting customer relationships with limited resources.Strong empathy for customers and passion for revenue and growth.Written and verbally communicate a complex message in a simplistic way.Collaborative, persistent and proactive.Confident and engaging presentation skills, personable, positive, approachable & tenacious.Commercial acumen.Resilient, handling pressured situations.Strong time management work ethic and focus on delivery.Able to travel circa 20% of time within EMEA region along with 1 x overseas trips to Seattle per year.QualificationsDegree in related field, Computing or Business & Information Technology preferred or equivalent validated relevant professional experience. Professional experience and knowledge of our industry and a CSM role is required.#LI-AK1The 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.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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