Customer Success Architect
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.
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 community where individuals can thrive.
We are searching for a Customer Success Architect (CSA) to join a growing team and contribute your experience with cloud, hyperscalers, and modern application architectures. You will serve as the technical champion for our enterprise customers and deliver a frictionless experience in tackling the most challenging customer technical and functional complexities within the customers’ ecosystem.
In this role, you will function as the primary point of contact for all technical, product and support questions, for use case identification, solution architecture design and adoption of virtualization roadmap. You will be an expert-level resource to the customer and help facilitate anything that falls outside of your areas of expertise.
In this role, you will have the opportunity to work directly with key customers at all levels to help them achieve their business outcomes and fully realize the full value of our products. You will act as a trusted adviser who proactively monitors the customers' health, understand their technical and business challenges and is able to propose effective solutions to mitigate their concerns and offer solutions.
This is a remote opportunity in the United States preferably in the PST as there may be partnerships working with our APCJ team members.
What will you do?
You will work with an Account Team and focus on helping F5’s key customers through their customer journey including, but not limited to:
Overcoming technical barriers to adoption
Retention and utilization of entitlements
Expanding our footprint within the customer’s business with impactful solutions
Designing scalable, reliable, performant solutions that help our customers achieve their business outcomes
Contributing to the Account Team’s QBR by providing information regarding the customer’s adoption, realization of business value, and overall sentiment
Using your intimate knowledge, recommend proactive measures to help customers avoid issues and ensure customer success (ex. Professional Services, training sessions, site visits, etc.)
Keep your customers informed about the latest industry or product-specific security threats and vulnerabilities
As an advocate for your customers, work with Product Management and ensure the “Voice of the Customer” is heard and influence the following:
Provide feedback to improve the onboarding process and create frictionless experiences for our customers
Identify feature enhancements to influence future product roadmaps
Create and provide repeatable, scalable content for customers, Marketing, Technical Support, and CSMs including, but not limited to:
Webinars for 101/201/301-level training
Blog posts or technical articles for a Knowledge Base
Scripted workshops and demonstrations
Taking customer and industry feedback back to CSMs and Marketing
Using your experience and continuous learning, help develop competitive intelligence along with Pre-sales and Marketing
What we are looking for:
Deep experience with network architecture and networking protocols
Technical understanding and hands-on experience with Containers, Kubernetes, Docker, OpenShift, Value Prop, Use Cases, Competitive Differentiation
Deep understanding of Cloud, Hybrid Cloud and the benefits of each (AWS, Azure, Google Cloud, Oracle Cloud, IBM)
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
Demonstrated success in Customer Success, Customer Support or Professional Services function for a product / SAAS company with enterprise customers
Strong organizational skills to manage multiple initiatives for multiple customers within multiple product groups
Demonstrated ability to manage multiple projects at a time while delivering results across multiple initiatives such as driving expansion, customer satisfaction, feature adoption, and retention
Important behaviors and attributes that will make you successful:
A relentless focus on your customers’ needs
An insatiable curiosity with the ability to learn things quickly
A resourceful facilitator that is a technical expert in multiple product domains
A problem-solver by nature that is comfortable systematically troubleshooting complex, multi-domain, multi-vendor issues
Strong attention to detail: No matter what the task, you need it to be done correctly
Excellent communication skills and an ability to concisely explain issues and complex solutions
An exceptional communicator (written and verbal, internal and external) that can adapt their style to communicate effectively with different customer personas at different levels
A confidence-inspiring presenter and speaker that instills trust in the audience
How do you qualify?
Showcase 12+ years of relevant work experience, including 2 years at a cloud provider or 5+ years of demonstrable experience at a cloud provider working on modern application architectures
Hold a Bachelor’s level degree in Computer Science or an engineering, mathematics, or another quantitative field
Demonstratable experience in customer-facing positions such as a professional services consultant, solutions architect, customer engineer, etc.
You may be supporting Federal Customers and holding or having the ability to obtain a Top-Secret Clearance would be an asset
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 U.S. base pay range for this position is: $153,676.00 - $230,514.00
F5 maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, geographic locations, and market conditions, as well as to reflect F5’s differing products, industries, and lines of business. The pay range referenced is as of the time of the job posting and is subject to change.
You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about F5’s benefits can be found at the following link: https://www.f5.com/company/careers/benefits. F5 reserves the right to change or terminate any benefit plan without notice.
Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Yello/Workday (ending with f5.com or @myworkday.com).
Equal Employment Opportunity