Sr. Manager Customer Success Ops

F5 Networks•Seattle, WA

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.

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.
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.
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

Oversees, leads, develops, and guides experienced level customer success professionals and/or may be responsible for subordinate managers.
Establishes operational objectives, policies, procedures, and work plans regarding the customer success function.
Applies advanced knowledge in F5 product and service offerings, and customer success practices to analyze and report on key metrics and KPIs related to customer success, retention, and growth.
Develops, modifies, and executes company policies that affect immediate operations and may also have company-wide effects.
Implements policies and selects methods, tools, techniques, and evaluation criteria for obtaining results.
Drives the strategy and success of larger projects which contribute to multiple areas of the organization such as product, sales, customer service & support, and professional services.
Establishes functional plans and guides execution.
Leads the execution of customer success initiatives and programs, overseeing project teams, budgets, and resources to achieve strategic objectives.
Advises on complex matters involving the use of proper tools and methodologies to drive customer success.
Interacts regularly with lower and/or senior management on matters concerning several functional areas and departments such as product, sales, and customer service & support.
Delegates assignments to subordinates.
Establishes and maintains relationships with key customers and stakeholders, serving as a trusted advisor and advocate for their needs and priorities.