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

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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.

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

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting accommodations@f5.com.