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.
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.
Key Responsibilities
1. Design and develop innovative solutions based on customers technical objectives and product requirements to meet or exceed goals and metrics
2. 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
3. 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
4. Document best practices deploying, configuring, and managing workloads in public and private cloud environments
5. Develop/improve workflow for more efficient delivery and reduction in customer time to value
6. Deliver on-site and remote workshops, create and publish customer facing content
7. Trusted expert for customer’s adoption of hybrid, digital transformation, and cloud migration efforts.
8. Ability to lead technical conversations and influence others to take action
9. When necessary, address customer issues alongside Support organization and ensure customer satisfaction
10. Leverage knowledge of your customers’ environments and use cases to influence the roadmap and translate customer requirements into solutions
11. Complete analysis and present periodic reviews of operational performance to our internal and external customer leadership
12. Provide detailed reviews of service disruptions, metrics, detailed pre and post launch planning and help to educate your accounts on best practices
13. 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:
14. Demonstrated success in Customer Success, Customer Support or Professional Services function for a product / SAAS company with enterprise customers
15. Experience with network architecture and networking protocols
16. Strong desire to tackle hard technical problems and proven ability do so independently
17. Ability to learn new technology quickly, as well as a strong curiosity
18. Excellent communication skills and an ability to concisely explain issues and complex solutions
19. Exceptional interpersonal communications capabilities demonstrated through a history of successful B2B infrastructure software development projects
20. Project management experience, as you’ll need to be able to coordinate across various teams to ensure success for your accounts
21. 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
22. Technical understanding and hands-on experience with Containers, OpenShift, Value Prop, Use Cases, Competitive Differentiation
23. Technical understanding of Software / Cloud Services
24. Experience with enterprise software implementations
25. Ability to show customers how to “use” the offerings to get to first productive use and proactive expansion
26. Can build a growth plan to demonstrate how Growth Offerings all while delivering customer outcomes
27. Understanding of enterprise software implementations, SaaS / IaaS / PaaS and cloud applications
28. Domain level understanding of Public Cloud Infrastructure & Network Architecture, Network Design, Virtualization, Application Management and Security
29. Working knowledge of at least one scripting language
30. Exceptional learning, communication (written and verbal, internal and external) and presentation skills
31. Ability to work well in fast-paced environment with constantly changed priorities
How do you qualify?
32. B.S./B.A./M.S. degree or equivalent technical training
33. Bachelor’s level degree in Computer Science or an engineering, mathematics, or another quantitative field
34. 8+ years of relevant experience
35. At least 5 years’ experience in customer-facing positions such as a professional services consultant, solutions architect, customer engineer, etc.
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.
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.
Key Responsibilities
36. Design and develop innovative solutions based on customers technical objectives and product requirements to meet or exceed goals and metrics
37. 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
38. 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
39. Document best practices deploying, configuring, and managing workloads in public and private cloud environments
40. Develop/improve workflow for more efficient delivery and reduction in customer time to value
41. Deliver on-site and remote workshops, create and publish customer facing content
42. Trusted expert for customer’s adoption of hybrid, digital transformation, and cloud migration efforts.
43. Ability to lead technical conversations and influence others to take action
44. When necessary, address customer issues alongside Support organization and ensure customer satisfaction
45. Leverage knowledge of your customers’ environments and use cases to influence the roadmap and translate customer requirements into solutions
46. Complete analysis and present periodic reviews of operational performance to our internal and external customer leadership
47. Provide detailed reviews of service disruptions, metrics, detailed pre and post launch planning and help to educate your accounts on best practices
48. 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.)
49. What we are looking for:
50. Demonstrated success in Customer Success, Customer Support or Professional Services function for a product / SAAS company with enterprise customers
51. Experience with network architecture and networking protocols
52. Strong desire to tackle hard technical problems and proven ability do so independently
53. Ability to learn new technology quickly, as well as a strong curiosity
54. Excellent communication skills and an ability to concisely explain issues and complex solutions
55. Exceptional interpersonal communications capabilities demonstrated through a history of successful B2B infrastructure software development projects
56. Project management experience, as you’ll need to be able to coordinate across various teams to ensure success for your accounts
57. 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
58. Technical understanding and hands-on experience with Containers, OpenShift, Value Prop, Use Cases, Competitive Differentiation
59. Technical understanding of Software / Cloud Services
60. Experience with enterprise software implementations
61. Ability to show customers how to “use” the offerings to get to first productive use and proactive expansion
62. Can build a growth plan to demonstrate how Growth Offerings all while delivering customer outcomes
63. Understanding of enterprise software implementations, SaaS / IaaS / PaaS and cloud applications
64. Domain level understanding of Public Cloud Infrastructure & Network Architecture, Network Design, Virtualization, Application Management and Security
65. Working knowledge of at least one scripting language
66. Exceptional learning, communication (written and verbal, internal and external) and presentation skills
67. Ability to work well in fast-paced environment with constantly changed priorities
68. How do you qualify?
69. B.S./B.A./M.S. degree or equivalent technical training
70. Bachelor’s level degree in Computer Science or an engineering, mathematics, or another quantitative field
71. 8+ years of relevant experience
72. At least 5 years’ experience in customer-facing positions such as a professional services consultant, solutions architect, customer engineer, etc.
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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.