Customer Success Operations, Program Manager

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.

For over 20 years, we have been the industry leader in application delivery. Now, we’re helping our customers thrive with any architecture and across multi-cloud environments. We are the only company in the world that powers applications from development through their entire lifecycle so our customers-enterprise businesses, service providers, governments, and consumer brands-can deliver differentiated, high-performing, and secure digital experiences that are changing the world.

But our success is not driven solely by what we do. We also care deeply about how we do it. Our culture is how we live, every single day, and it is producing outstanding results-not only for our customers, but also for our employees. We understand that your life is about more than just work, and we are committed to a culture that supports your whole life.

You would join us as a key member of the Customer Success management team providing program management and journey orchestration.

You will need to be passionate about your goal but flexible in your approach. Customer Success will act as an enabler to ensure our customer remains successful and engaged with our solutions, so they understand the full value of their investment with us.

Program Management & Journey Orchestrator

• Coordinate with our key stakeholders to design, build, launch, and measure the programs necessary to develop team culture and communication cross functionally.

• Understand customer business strategies and business cases, and drive alignment between customer objectives and product lifecycle management.

• Develop, deliver, and track customer journeys by product through Gainsight Orchestration.

• Monitor customer satisfaction through NPS and drive references.

• Product Enhancements and Feedback by managing Voice of the Customer and provide input to Development and Product Management regarding offering strengths and weaknesses.

• Manage a backlog of feature requests from various key stakeholders across CS and CX.

• Develop engagement models with program teams to ensure clearly defined and documented success criteria, clearly define business impact of programs and projects and ensure smooth project execution.

• Attend Product Launch meetings.

• Contribute to knowledge bases, white papers, webinars and other programs for capturing and sharing best practices with all customers and CSM through journey orchestration.

Communications

• Create and deliver enablement content for Customer Success Managers (CSM).

• Create collateral and assets used by CSM, sales and partners to drive customer outcomes.

• Communicate status at executive levels and build presentations.

• Educate CSMs on new offering strategy and roadmap and ensure training of new features as appropriate.

• Ensure Customer Success team are aware of any changes to offering related processes and procedures including operational and business management changes.

• Solicit employee feedback on change management.

• Events and recognition prime.

• Drive agenda attendance and speaker participation in regional and global user events.

• Drive CS participation in Marketing webinars and other programs.

• Partner closely with other communications professionals and teams within CS, CXS, and Global Communications – and represent CS from a communications and culture perspective across pan-CXS initiatives

• Work closely with cross-functional partners as you collaborate to co-create messaging

• You’re an advisor to leaders in the business as they craft their communications plan to your shared audiences

Required Technical and Professional Expertise

• Hold a Bachelor’s degree and 8+ years professional experience working in global companies and related hands-on experience in customer success, or related field (or equivalent)

• Strong business acumen: an innovative customer operations practitioner with a strong customer-centric mindset, excellent program management skills, highly detail-oriented with abili