Sr Customer Success Manager

We are currently seeking an exceptional Customer Success Manager in APCJ to join our dynamic Velocity Team. This role is pivotal in driving scalable customer adoption and success for deployable SW, F5 Distributed Cloud solutions, and increasing NGINX support. The ideal candidate will possess technical acumen, a customer-centric mindset, and excellent communication skills.

What you will do:

Customer Loyalty & Value Generation

• Ensure that customers derive value from their investment in F5, utilize all of their licenses, identify new opportunities, and collaborate with other F5 stakeholder teams to ensure adoption and a successful renewal.

• Increase renewal rates and reduce churn.

• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.

• Drive new business growth through greater advocacy and reference-ability.

• Promote and educate customers on the resources and wider customer communities available to the customer. These are the forums which will encourage engagement, drive future projects forward and optimal utilization.

• Act as a coach in working effectively with the customers support service to ensure it is being effective for enhancement requests and escalations.

• Guide your customer through significant service milestones such as upgrades, new releases and new features.

Leadership & Collaboration

• Where applicable partner with the account team and other internal teams to develop successful account strategies and plans that direct company resources to encourage renewal and return of investment cross pillar.

• Engage and understand the customers cloud strategy and the guide them by providing resources that can assist their strategic business direction.

• Manage internal relationships to promote customer success activities such as on-boarding, training, professional services, customer support, renewals, cross-sell/up-sell, advocacy.

• Diligently and consistently update the internal Customer Relationship Management system with the customer's business objectives and any metrics that define success to the customer eg. return on investment.

• Develop and maintain a continuous close relationship with the relevant Application Sales Representative(s) throughout the customer lifecycle.

Industry Knowledge & Business Acumen

• Aid F5 team in mapping customer journey.

• Deliver regular business reviews and success plans to business decision makers and key business stakeholders.

• Monitor customer usage data, health indicators, renewal dates and growth opportunities and translate into strategies for success.

• Develop an understanding of typical challenges faced by customers and appropriately map F5 features and associated business benefits to address their needs.

Demonstrate Strategic Thinking, Innovation & Ability to Deliver Results

• Analyze data to develop a plan for each customer to ensure outcomes are measurable.
• Use customer surveys for product and service feedback to help product management define the product roadmap and create continuous performance improvements across all teams.
• Be a Customer Success evangelist for F5 aiding in growing the tools and systems required to be successful
• Participate in the development of tools & resources used by the CSM, as well as the engagement points and methods both internal and external to F5.
• Responsible for upholding F5's Business Code of Ethics and for promptly reporting violations of the Code or other company policies.
• Performs other related duties as assigned.

What you will bring:

• Typically requires a minimum of 4 years of experience delivering technology and business outcomes for customers and customer success related activities
• Degree in related field, Computing or Business & Information Technology preferred.
• Experience in a customer facing role involving cloud based/SaaS technology with collaboration of senior stakeholders.
• Ability to quickly grasp and distinctly explain technological and business concepts
• Proven 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 self-directed.
• Confident and engaging presentation skills, personable, positive, approachable & tenacious.
• Commercial acumen.
• Resilient, managing pressured situations effectively.
• Strong desire to learn and develop personally.
• Strong time management work ethic and focus on delivery.
• Able to travel at short notice 15% of the time.
• Mirroring & ability to engage and be engaging at all levels.
  

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.

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from 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 [Confidential Information].