F5 Customer Success Mgr - Architect 

United States, Florida, Panama City 

415032908

**The ideal candidate should be proficient in both spoken and written Portuguese, as they will be providing support to our operations in Brazil.**

Key Responsibilities:

• Collaborate with customer on driving innovative solutions based on technical objectives and product requirements to meet or exceed goals and metrics
• Champion and advocate for the customer within F5 – by being the voice of the customer and coordinating with Sales, Product, Services, Support and other cross functional teams to drive customer success
• Develop a deep understanding of customers technical needs by analyzing the customers business use cases, performing gap identification, solution implementation and ensuring the customer is realizing value
• Document best practices deploying, configuring, and managing workloads in public and private cloud environments
• Develop/improve workflow for more efficient delivery and reduction in customer time to value
• Deliver on-site and remote workshops, create and publish customer facing content
• Trusted expert for customer’s adoption of hybrid, digital transformation, and cloud migration efforts.
• Ability to lead technical conversations and influence others to take action
• When necessary, address customer issues alongside Support organization and ensure customer satisfaction
• Leverage knowledge of your customers’ environments and use cases to influence the roadmap and translate customer requirements into solutions
• Complete analysis and present periodic reviews of operational performance to our internal and external customer leadership
• Provide detailed reviews of service disruptions, metrics, detailed pre and post launch planning and help to educate your accounts on best practices
• When necessary, recommend proactive measures to help customers avoid issues and to ensure customer success (e.g. professional services engagements, training sessions, on-site visits, etc.)

What we are looking for:

• Demonstrated success in Customer Success, Customer Support or Professional Services function for a product / SAAS company with enterprise customers
• Experience with network architecture and networking protocols
• Strong desire to tackle hard technical problems and proven ability do so independently
• Ability to learn new technology quickly, as well as a strong curiosity
• Excellent communication skills and an ability to concisely explain issues and complex solutions
• Exceptional interpersonal communications capabilities demonstrated through a history of successful B2B infrastructure software development projects
• Project management experience, as you’ll need to be able to coordinate across various teams to ensure success for your accounts
• Demonstrated ability to manage multiple projects at a time while paying attention to detail and deliver results across multiple initiatives such as driving expansion, customer satisfaction, feature adoption, and retention
• Technical understanding and hands-on experience with Containers, OpenShift, Value Prop, Use Cases, Competitive Differentiation
• Technical understanding of Software / Cloud Services
• Experience with enterprise software implementations
• Ability to show customers how to “use” the offerings to get to first productive use and proactive expansion
• Can build a growth plan to demonstrate how Growth Offerings all while delivering customer outcomes
• Understanding of enterprise software implementations, SaaS / IaaS / PaaS and cloud applications
• Domain level understanding of Public Cloud Infrastructure & Network Architecture, Network Design, Virtualization, Application Management and Security
• Working knowledge of at least one scripting language
• Exceptional learning, communication (written and verbal, internal and external) and presentation skills
• Ability to work well in fast-paced environment with constantly changed priorities

Preferred Qualifications:

• B.S./B.A./M.S. degree or equivalent technical training
• Bachelor’s level degree in Computer Science or an engineering, mathematics, or another quantitative field
• 8+ years of relevant experience
• At least 5 years’ experience in customer-facing positions such as a professional services consultant, solutions architect, customer engineer, etc.

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.

The annual base pay for this position is: $174,724.00 - $262,086.00