Customer Success Manager Iii

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

Customer Success is an integral part of our long-term success as a company. The Customer Success Manager (CSM) will act as a trusted advisor, beginning from the point of sale and extending through onboarding, project success, and renewals. The CSM working closely with internal F5 groups, will provide input into a customer’s strategic plans, helping them to identify areas where they could improve their use of F5 or uncovering new uses for F5 amongst their portfolio. In this role the CSM will act as an enabler to ensure the customer remains successful and engaged with the solution, so they understand the full value of their investment with F5.

Customer Success activities could include on-boarding, support, services, adoption, advocacy, retention, etc. and outcomes such as renewals, up-sell and churn reduction. For this role you will need to be focused on your goal but flexible in your approach. The CSM will act as an enabler to ensure the customer remains successful and engaged with the solution, so they understand the full value of their investment with F5.

As part of the role 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.

About the role

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.

About you- 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.-