Customer Success Manager jobs at F5 in United Kingdom, Babergh

• The role will be focused on major accounts within the Defence sector (Government & Defence Contractors / Manufacturers)

• You will be primary point-of-contact for these major accounts regardless of account’s geographic location. Maintaining contact with account at a high, executive level, focusing on the strategic nature of the relationship.
• Sells the organization’s products or services to and maintains relationships with existing accounts. Responsible for expanding and retaining named accounts while ensuring ongoing customer service.
• Responsible for identifying and qualifying long-term and short-term business opportunities and pro-actively identifying and addressing competitive threats
• Prepares formal proposals and presentations, presents to all levels of the organization including executives, leads negotiations, coordinates complex decision making processes and overcomes objectives to closure, and closes sales in a professional and effective manner
• Responsible for significant key partner relationship management and development. Facilitate executive-level relationships between the customer, F5 and its partners including; facilitating communication on strategic and tactical issues and maintaining continuity
• Maintain up-to-date knowledge of industry trends, technical developments and government regulations that effect target markets
• Must understand organization’s business needs, develop application of products and services and communicate how F5’s technical value added solutions will address those needs
• Research and develop lists of potential customers within an organization; regularly follow-up on leads and developing leads, and act to close deals
• Determine market strategies and goals for each product and service; understanding the strategies, goals and objectives of named accounts
• Assume a leadership role in coordinating account strategy and tactics for sales support team (inside sales, systems engineering, sales management)
• Assume full responsibility for accurate sales forecasting by demonstrating in depth knowledge of sales cycles from initial contact through the procurement process, ensure SalesForce is utilized appropriately and maintained on a regular basis
• Develop and maintain detailed account profiles including organizational charts for all accounts to be reviewed by management on a quarterly basis
• Develops strategy for sustained management and success of business and coordinates resources to ensure goals are met
• Provides regular updates to senior sales and operations staff concerning account issues, financial status
• Meet and exceed sales quotas and revenue goals
• May be a team leader and provide leadership to the sales team focused on the strategic global or national account(s)
• Considered a trusted resource by customer base and an expert in the field
• Has credibility to influence at senior levels within named account e.g. SeniorExecutive/Board/Chair
• Perform other related duties as assigned.

• work experience with relevant customer set
• Security clearance(s) highly desirable
• Experience having worked for a defence organisation or been a serving member of HM Armed Forces isadvantageous/desirable
• Requires specialized knowledge in networking products, preferably those of F5
• Experience with Internet related software or systems
• Excellent negotiation and closing skills
• Excellent solution selling and presentation abilities
• Excellent client interfacing and customer-focused approach
• Ability to provide and work from a home office located within the territory

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.

Customer Success & Value Generation

• Ensure customers maximize the value of their F5 investment by fully utilizing licenses, adopting new use cases, and achieving strategic outcomes.
• Guide customers through key technical milestones, including onboarding, deployment, upgrades, and adoption of BIG-IP, NGINX, and hybrid/multi-cloud environments.
• Increase renewal rates, reduce churn, and drive business growth through advocacy and reference-ability.
• Promote available resources and communities to encourage efficient product utilization and engagement.

• Act as a trusted advisor, addressing improvement requests and resolving critical issues.

Leadership & Collaboration

• Partner with account teams and internal stakeholders to develop strategies, overcome customer pain points and create success plans that drive & optimize renewals.
• Support customers' cloud and multi-cloud strategies, offering guidance and resources to align with their business goals.
• Manage relationships across teams to streamline onboarding, training, and renewal activities while identifying cross-sell and up-sell opportunities.
• Maintain accurate and consistent updates in the CRM system, documenting business objectives and success metrics.

• Advocate for customers within sales, product, and support organizations, ensuring alignment with their needs and goals.

Industry Knowledge

• Drive the customer journey by identifying engagement opportunities and delivering tailored success plans.
• Use customer usage data and health indicators to develop actionable strategies for growth and renewal.

• Leverage expertise in BIG-IP, NGINX, and distributed cloud solutions to address customer challenges effectively.

Critical Thinking & Results

• Analyze customer data to create measurable success plans and provide feedback to product teams, influencing roadmap improvements.
• Champion Customer Success by contributing to tools, systems, and best practices.

• Ensure alignment with company ethics and policies while performing additional related duties as assigned.

• Experience in a customer-facing role within the technology industry, with proficiency in BIG-IP, NGINX, cloud-based solutions, and multi-cloud environments.
• Ability to distill complex technical and business concepts into clear, actionable insights.
• Proven ability to build lasting customer relationships and drive revenue growth.
• Strong communication, presentation, and problem-solving skills with a collaborative and proactive approach.
• Resilience under pressure with excellent time management and focus on delivery.
• Availability to attend on-site customer meetings withing your home city.
• Availability to travel up to 25% within your home region, including occasional out of country trips.

Qualifications

• 8+ years of experience delivering technology and business outcomes in Customer Success or a related role, with a Bachelor’s degree; or 5+ years with a Master’s degree.
• Degree in Computing, Business, Information Technology, or equivalent professional experience preferred.
• Deep understanding of BIG-IP, NGINX, and/or experience in comparable technologies or solutions within the industry, such as load balancing, application delivery, security, or cloud networking platforms.

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.