Customer Success Manager - Architect

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 is searching for a Customer Success Architect (CSA) to join a growing team. This individual will serve as the technical champion for our enterprise customers and deliver a frictionless experience in tackling the most challenging customer technical and functional complexities within the customers’ ecosystem.  In this role, you will function as the primary point of contact for all technical, product and support questions, for use case identification, solution architecture design and adoption of virtualization roadmap.

In this role, you will have the opportunity to work directly with our customers at all levels to help them achieve their business outcomes and fully realize the full value of F5 products. The CSA is a trusted adviser who proactively monitors the customers health, understand their technical and business challenges and is able to propose an effective solution to mitigate their concerns and offer solutions

Locations: US Remote 

Key Responsibilities:

• Collaborate with customer on driving innovative solutions based on technical objectives and product requirements to meet or exceed goals and metrics
• Champion and advocate for the customer within F5 – by being the voice of the customer and coordinating with Sales, Product, Services, Support and other cross functional teams to drive customer success
• Develop a deep understanding of customers technical needs by analyzing the customers business use cases, performing gap identification, solution implementation and ensuring the customer is realizing value
• Document best practices deploying, configuring, and managing workloads in public and private cloud environments
• Develop/improve workflow for more efficient delivery and reduction in customer time to value
• Deliver on-site and remote workshops, create and publish customer facing content
• Trusted expert for customer’s adoption of hybrid, digital transformation, and cloud migration efforts.
• Ability to lead technical conversations and influence others to take action
• When necessary, address customer issues alongside Support organization and ensure customer satisfaction
• Leverage knowledge of your customers’ environments and use cases to influence the roadmap and translate customer requirements into solutions
• Complete analysis and present periodic reviews of operational performance to our internal and external customer leadership
• Provide detailed reviews of service disruptions, metrics, detailed pre and post launch planning and help to educate your accounts on best practices
• When necessary, recommend proactive measures to help customers avoid issues and to ensure customer success (e.g. professional services engagements, training sessions, on-site visits, etc.)

What we are looking for: 

• Demonstrated success in Customer Success, Customer Support or Professional Services function for a product / SAAS company with enterprise customers
• Experience with network architecture and networking protocols
• Strong desire to tackle hard technical problems and proven ability do so independently
• Ability to learn new technology quickly, as well as a strong curiosity
• Excellent communication skills and an ability to concisely explain issues and complex solutions
• Exceptional interpersonal communications capabilities demonstrated through a history of successful B2B infrastructure software development projects
• Project management experience, as you’ll need to be able to coordinate across various teams to ensure success for your accounts
• Demonstrated ability to manage multiple projects at a time while paying attention to detail and deliver results across multiple initiatives such as driving expansion, customer satisfaction, feature adoption, and retention
• Technical understanding and hands-on experience with Containers, OpenShift, Value Prop, Use Cases, Competitive Differentiation
• Technical understanding of Software / Cloud Services
• Experience with enterprise software implementations
• Ability to show customers how to “use” the offerings to get to first productive use and proactive expansion
• Can build a growth plan to demonstrate how Growth Offerings all while delivering customer outcomes
• Understanding of enterprise software implementations, SaaS / IaaS / PaaS and cloud applications
• Domain level understanding of Public Cloud Infrastructure & Network Architecture, Network Design, Virtualization, Application Management and Security
• Working knowledge of at least one scripting language
• Exceptional learning, communication (written and verbal, internal and external) and presentation skills
• Ability to work well in fast-paced environment with constantly changed priorities

Preferred Qualifications:

• B.S./B.A./M.S. degree or equivalent technical training
• Bachelor’s level degree in Computer Science or an engineering, mathematics, or another quantitative field
• 8+ years of relevant experience
• At least 5 years’ experience in customer-facing positions such as a professional services consultant, solutions architect, customer engineer, etc.

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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.

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 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.