Customer Success Manager

2 weeks ago

Dubai, United Arab Emirates f5 Full time

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

Customer Success is integral to our long-term success as a company. Our Customer Success Managers (CSM) team are trusted advisors: from the point of sale and extending through onboarding, project success, and renewals. The CSM partners closely with internal F5 product groups providing input to a customer's strategic plans, and helps our customers identify areas to improve their use and uncover new use cases for F5.

Our Customer Success model is based on a Land, Adopt, Expand and Renew approach.

Our team is passionate about our goals and flexible in our approach. We are enablers to ensure our customers are successful and engaged and realize the full value of their investment with F5.

As part of our team, you will continuously improve your network and internal relationships, working closely internally and externally to enable further adoption of F5 products within your customers..
- Primary Responsibilities_

Customer Loyalty & Value Generation- Help customers derive value from their investment in F5, utilize all their licenses, identify new opportunities, and collaborate with all F5, teams to ensure adoption and a successful renewal.- Support future lifetime value through higher product adoption, customer satisfaction, and overall health scores.- Drive new business growth through greater advocacy and reference-ability.- Promote and educate customers on the resources and wider customer communities available. These forums encourage engagement, drive future projects forward, and efficient utilization.- Act as a 'mentor' by working in partnership with the customer's support service to ensure it is effective for improvement requests and critical issues.- Guide our customers through significant service achievements such as upgrades, new releases, and new features.
- Leadership & Collaboration- Where applicable, partner with our account teams and other internal teams to develop successful account strategies and success plans that direct company resources to encourage renewal and return of investment cross pillar.- Engage with our customers' cloud strategies and guide them by providing resources to assist their strategic business direction.- Facilitate internal relationships to promote customer success activities such as onboarding, training, professional services, customer support, renewals, cross-sell/up-sell, advocacy.- Work diligently and consistently to update the internal Customer Relationship Management system with the customer's business objectives and any metrics that define success.- Develop and maintain a continuous close relationship with the relevant Application Sales Representative(s) throughout the customer lifecycle.

Industry Knowledge- Aid the F5 team in mapping customer journey.- Deliver regular business reviews and success plans to senior executives and key business partners.- Monitor customer usage data, health indicators, renewal dates and growth opportunities and translate into strategies for success.- Seek to understand typical challenges faced by customers and appropriately map F5 features and associated business benefits to address their needs.

Demonstrate Critical Thinking, Innovation & Ability to Deliver Results- Analyze data to ensure customer outcomes are measurable.- Use customer surveys for product and service feedback to help product management define the product roadmap and build continuous performance improvements across all teams.- Participate in the development of tools and resources used by our team and the engagement points and methods both internal and external to F5.- Uphold F5's Business Code of Ethics and promptly report violations of the Code or other company policies.

Knowledge, Skills and Abilities- Experience from and passionate about a customer facing role involving cloud based/SaaS technology with collaboration with internal partners.- Ability to quickly grasp and distinctly explain technological and business concepts.- Ability to lead multiple customer projects simultaneously.- Validated ability to develop and cultivate lasting customer relationships.- Strong empathy for customers and passion for revenue and growth.- Strong written, verbal communication and presentation skills in Arabic and English.- Collaborative, persistent and proactive.- Commercial acumen.- Resilient, handling pressured situations.- Strong time management work ethic and focus on delivery.- Able to travel circa 20% of time within EMEA region along with 1 overseas trip to Seattle per year.

**Qualifications**:
- Degree in related field
- BA/BS degree preferred - Computing or Business & Information Technology preferred.- Professional experience and knowledge of our industry is required.- Ideally familiar with F5 product groups and open-source software.F5 is an equal opportunity employer and welcomes diversity in the workplace

LI-CL1

Equal Employment Opportunity

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