Description:
We are currently seeking an exceptional Customer Success Manager III to join our dynamic team. This role is pivotal in driving customer adoption and success for F5 Distributed Cloud solutions. The ideal candidate will possess technical acumen, a customer-centric mindset, and excellent communication skills.
Responsibilities
- Ensure the success of F5 Distributed Cloud customers by providing oversight, adoption recommendations, and risk management.
- Maintain an expert-level understanding of F5 Distributed Cloud solutions and educate customers on new features and releases, ensuring they derive maximum value from our products and drive expansion opportunities.
- Develop and execute comprehensive success plans that drive customers to consistently achieve their strategic business outcomes.
- Lead strategic Quarterly Business Reviews with customers to ensure alignment of services with their long-term goals and objectives.
- Analyze and interpret adoption and utilization trends to provide strategic recommendations based on risk and business need.
- Conduct periodic customer health-checks to assess satisfaction and take action to ensure high retention rates.
- Identify renewal risks and collaborate with internal teams for successful renewals.
- Drive customer retention through quarterly reviews, demonstrating the value of products and services.
- Champion the voice of the customer by providing strategic feedback to internal teams about products, pain points, and service experience.
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.
Skills & Experience
- 3 years experience in a customer-facing role involving SaaS solutions.
- Proven ability to quickly learn new technologies.
- Prior experience in a customer success/account management role, particularly with large enterprise customers.
- Proven ability to navigate sophisticated enterprise organizations, accelerate product adoption, and promote growth opportunities.
- Customer-focused approach and consultative engagement style.
- Previous experience compiling and presenting meaningful, value-rich business reviews.
- Data-driven curiosity; consistently analyzes data to uncover business insights and drive decision-making.
- Ability to prioritize, multi-task, collaborate with team members and perform effectively under pressure.
- Experience with F5 products a plus.