Job Description
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.
Come join us at F5 and bring your passion for systems, data, and technology!
We are searching for a detail-oriented and a critical thinker who is energized by using technology to solve problems and promote efficiency. You are driven to make life easier for your end-users by creating impactful processes and workflows that help them succeed.
You'll be responsible for leading and tracking strategic and operational programs and initiatives to improve the Customer Success team’s ability to deliver customer success metrics and goals.
Your main objective will be to enhance the efficiency and effectiveness of our Customer Success team. You will report directly to the Sr. Manager Operations of Customer Success and work closely with them to define customer success goals, strategies, and tactics, as well as implement scalable processes.
What will you do?
Work closely with senior leaders to understand business objectives and develop the Customer Success systems/tools roadmap.- Responsible for leading the CS team in the development, maturity and support of the core CRM platforms and all other systems leveraged by CS organization
- Champion and contribute to the enhancement of infrastructure processes, methodologies and tools.
- Monitor project progress and set up project performance goals, evaluate
- Influence and engage a team that evolves the CRM tool which facilitates Customer Success activities.
- Build a digital touch experience that turns customer data into a meaningful and curated interaction by connecting customers to self-serve solutions (product materials, webinars, enablement documents, knowledge bases etc.)
- Leverage AI and MLL to elevate post-sales customer experience and help customers adopt their software and SaaS solutions through actions and answers.
- Continuously improve existing low and high touch motions, journeys, and calls to action.
- Connect external systems and data sources to CRM tool with vision of creating a single of glass and source truth for the Customer Success organization.
Processes:
- Develop the structure in the CRM tools to systematize touch points for Customer Success Managers (CSMs) throughout the customer journey to optimize onboarding, adoption and expansion efforts.
- Coordinate with the Program Managers to align 1:Many email outreaches with high/low and digital touch points
- Leverage data outputs to create early signs of at-risk renewals and create workflows for CSMs to address them, including a clear escalation path.
- Create systems and processes to track qualified leads and provide data analysts with dashboard requirements for tracking outcomes
- Coordinate cross-functional to create processes/automations to meet renewal and upsell targets, create a process to relay customer feedback to the Product team, a process to collaborate with Support on major cases and SLAs, and tracking reporting/resolution of bugs to Engineering.
- Provide mechanisms to share feedback to Sales regarding customer readiness.
- Assist the Customer Success managers with onboarding customers to overcome implementation delays.
Evaluation Criteria:
- Demonstrate a passion for designing scalable processes.
- Ability to break down ambiguous problems into manageable components and develop optimal solutions.
- Willingness to be hands-on and delve into complex operations.
- Exhibit a high level of ownership and commitment to your work.
- Excellent communication skills, both written and verbal, with a professional demeanor.
- Strong listening skills and openness to input from team members, other departments, and the ability to influence and engage others effectively.
- If you are a creative problem-solver, possess strong analytical skills, and thrive in a collaborative environment, we would love to hear from you. Join our team and help us drive customer success to new heights!
How do you qualify?
- Showcase 8+ years of experience in Customer Success operations, CRM management/practices and methodologies, digital experience management is required
- Hold a Bachelor’s degree in Computer Science, Business Administration or a related field. Master’s degree is a plus
- Strong understanding of AI and MLL technologies and their application in a Customer Success organization
- Demonstrated progressive customer success experience leading field teams (Customer Success Managers, Account Management, Professional Services, Solution Architects) and/or operations.
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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: $114,046.00 - $171,070.00
F5 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 Opportunity
It 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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