Sr. Director - Success Operations and Strategy

F5•Seattle, WA

4d•$202,400 - $303,600•Hybrid

About The Position

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’s Customer Success family serves as the primary post-sale point of contact for clients/customers. Colleagues in the family use in-depth knowledge of client industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products/services. They demonstrate product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s)/services. They may also recommend specific solutions to achieve the customer’s desired result. Colleagues hold direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products/services, are accountable for client renewal and retention results, and ensure best practices are adopted for product use. They may also handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support. TECHNICAL ACUMEN Possesses the ability to analyze customer data and indicators to develop plans for each customer to ensure measurable outcomes. Knowledgeable in F5 solutions and ability to guide customers through significant service milestones such as upgrades, new releases, and new features. Uses internal Customer Relationship Management systems to track customer business objectives and success metrics. CRITICAL REASONING (JUDGMENT, DECISION MAKING, AND PRAGMATISM). Exercises sound judgment based on an ability to incorporate experience, data, priorities, and stakeholder needs, and evaluate potential constraints to arrive at the most beneficial path forward. Consistently exhibits the ability to navigate situations with thought, purpose, and sensibility after adequately contemplating various available courses of action, balancing the trade-offs between immediate and long-term needs. Recognizes that while the effect of a single fix may not always be terribly significant, the accumulative effect over time makes each decision extremely valuable. INITIATIVE & ADAPTABILITY Does more than is required or expected, not because someone requested it but because it will improve or enhance a product and/or avoid problems. Plans for upcoming problems or opportunities and takes actions accordingly. Applies original thinking to improve processes, methods, systems, or services. Deals well with ambiguities, focusing on evaluating a situation, identifying what is and is not a priority, and moving toward the most logical outcome. PARTNERSHIP Recognizes collaboration fosters the most effective exchange of ideas and talent, facilitating open dialogues with a wide variety of contributors and stakeholders, building partnerships, leveraging skillsets, and sharing knowledge to achieve a common goal. Creates alignment through mutual accountability, transparent communications, and the application of change management principles. COMMUNICATION AND COLLABORATION Conveys information, vision, and strategy in an accurate and timely manner, adjusting to ensure understanding based on the audience. Actively listens; seeks to understand rather than respond. Proactively solicits and values diverse perspectives, ideas, and opinions.

Requirements

Possesses the ability to analyze customer data and indicators to develop plans for each customer to ensure measurable outcomes.
Knowledgeable in F5 solutions and ability to guide customers through significant service milestones such as upgrades, new releases, and new features.
Uses internal Customer Relationship Management systems to track customer business objectives and success metrics.
Exercises sound judgment based on an ability to incorporate experience, data, priorities, and stakeholder needs, and evaluate potential constraints to arrive at the most beneficial path forward.
Consistently exhibits the ability to navigate situations with thought, purpose, and sensibility after adequately contemplating various available courses of action, balancing the trade-offs between immediate and long-term needs.
Does more than is required or expected, not because someone requested it but because it will improve or enhance a product and/or avoid problems.
Plans for upcoming problems or opportunities and takes actions accordingly.
Applies original thinking to improve processes, methods, systems, or services.
Deals well with ambiguities, focusing on evaluating a situation, identifying what is and is not a priority, and moving toward the most logical outcome.
Recognizes collaboration fosters the most effective exchange of ideas and talent, facilitating open dialogues with a wide variety of contributors and stakeholders, building partnerships, leveraging skillsets, and sharing knowledge to achieve a common goal.
Creates alignment through mutual accountability, transparent communications, and the application of change management principles.
Conveys information, vision, and strategy in an accurate and timely manner, adjusting to ensure understanding based on the audience.
Actively listens; seeks to understand rather than respond.
Proactively solicits and values diverse perspectives, ideas, and opinions.

Responsibilities

Leads activities of the customer success functional group through subordinate directors / managers who have overall responsibility for the successful operation of assigned areas.
Oversees customer success team(s) to develop new methods for driving customer loyalty, positively impacting customer value realization, and drive sustainable business growth to solve company-wide matters.
Accountable for function financial results which impact organization performance.
Develops and provides strategy, vision, and direction that may impact multiple functions such as product, sales, and customer service & support.
Implements company-wide policies and practices.
Provides input to executive management.
Through assessment of intangible variables, identifies and evaluates fundamental issues with current customer success practices and tools, providing strategy and plans for improvement.
Anticipates factors that could influence strategies and company position in the market.
Interacts with internal and external executive level management across product, professional services, sales, and customer service & support, requiring negotiation of extremely critical matters and advocating for customer-centric initiatives that drive sustainable growth and success.
Partners with executive leadership team to determine the role that customer success plays in achieving cohesive progress towards company goals.
Regarded as a thought leader in customer success industry and is responsible for implementing and guiding vision and strategy for the function.