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Customer Success Architect

2 months ago

Chertsey, Surrey, United Kingdom F5 Full time
About F5

F5 is a leading provider of cloud and security solutions that empower organizations to create, secure, and run applications that enhance the digital experience. Our teams are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.

Job Summary

We are seeking a Customer Success Architect to join our growing team and contribute their experience with cloud, hyperscalers, and modern application architectures. As a technical champion for our enterprise customers, you will deliver a frictionless experience in tackling the most challenging customer technical and functional complexities within the customers' ecosystem.

Key Responsibilities
  • Design and develop innovative solutions based on customers' technical objectives and product requirements to meet or exceed goals and metrics.
  • 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.
  • Develop a deep understanding of customers' technical needs by analyzing their business use cases, performing gap identification, solution implementation, and ensuring the customer is realizing value.
  • Document best practices deploying, configuring, and managing workloads in public and private cloud environments.
  • Develop/improve workflow for more efficient delivery and reduction in customer time to value.
  • Deliver on-site and remote workshops, create and publish customer-facing content.
  • Trusted expert for customers' adoption of hybrid, digital transformation, and cloud migration efforts.
  • Ability to lead technical conversations and influence others to take action.
  • When necessary, address customer issues alongside Support organization and ensure customer satisfaction.
  • Leverage knowledge of your customers' environments and use cases to influence the roadmap and translate customer requirements into solutions.
  • Complete analysis and present periodic reviews of operational performance to our internal and external customer leadership.
  • Provide detailed reviews of service disruptions, metrics, detailed pre- and post-launch planning, and help to educate your accounts on best practices.
  • 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.).
Requirements
  • Demonstrated success in Customer Success, Customer Support, or Professional Services function for a product/SAAS company with enterprise customers.
  • Experience with network architecture and networking protocols.
  • Strong desire to tackle hard technical problems and proven ability to do so independently.
  • Ability to learn new technology quickly, as well as a strong curiosity.
  • Excellent communication skills and an ability to concisely explain issues and complex solutions.
  • Exceptional interpersonal communications capabilities demonstrated through a history of successful B2B infrastructure software development projects.
  • Project management experience, as you'll need to be able to coordinate across various teams to ensure success for your accounts.
  • 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.
  • Technical understanding and hands-on experience with Containers, OpenShift, Value Prop, Use Cases, Competitive Differentiation.
  • Technical understanding of Software/Cloud Services.
  • Experience with enterprise software implementations.
  • Ability to show customers how to 'use' the offerings to get to first productive use and proactive expansion.
  • Can build a growth plan to demonstrate how Growth Offerings all while delivering customer outcomes.
  • 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.
  • Exceptional learning, communication (written and verbal, internal and external), and presentation skills.
  • Ability to work well in a fast-paced environment with constantly changed priorities.
Qualifications
  • B.S./B.A./M.S. degree or equivalent technical training.
  • Bachelor's level degree in Computer Science or an engineering, mathematics, or another quantitative field.
  • 8+ years of relevant experience.
  • At least 5 years' experience in customer-facing positions such as a professional services consultant, solutions architect, customer engineer, etc.