Job Information
F5 Networks, Inc Customer Success Operations Mgr - RP1029267 in SEATTLE, Washington
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.
We are seeking individuals who are passionate about systems, data, and technology!
As aCustomer Success Ops Manager, Tools & Systems, you are detail-oriented and a critical thinker who is energized by using technology to solve problems and promote efficiency. You are driven to make life easier for your end-users by creating impactful processes and workflows that help them succeed.
You are responsible for leading and tracking strategic and operational programs and initiatives to improve the Customer Success teams ability to deliver customer success metrics and goals.
Your main objective will be to enhance the efficiency and effectiveness of our Customer Success team. You will report directly to the Sr. Manager Operations of Customer Success and work closely with them to define customer success goals, strategies, and tactics, as well as implement scalable processes.
[What will you do?]{.underline}
Work closely with senior leaders to understand business objectives and develop the Customer Success systems/tools roadmap.
Responsible for leading the CS team in the development, maturity and support of the core CRM platforms and all other systems leveraged by CS organization
Champion and contribute to the enhancement of infrastructure processes, methodologies and tools.
Monitor project progress and set up project performance goals, evaluate
Influence and engage a team that evolves the CRM tool which facilitates Customer Success activities.
Build a digital touch experience that turns customer data into a meaningful and curated interaction by connecting customers to self-serve solutions (product materials, webinars, enablement documents, knowledge bases etc.)
Leverage AI and MLL to elevate post-sales customer experience and help customers adopt their software and SaaS solutions through actions and answers.
Continuously improve existing low and high touch motions, journeys, and calls to action.
Connect external systems and data sources to CRM tool with vision of creating a single of glass and source truth for the Customer Success organization.
Processes:
Develop the structure in the CRM tools to systematize touch points for Customer Success Managers (CSMs) throughout the customer journey to optimize onboarding, adoption and expansion efforts.
Coordinate with the Program Managers to align 1:Many email outreaches with high/low and digital touch points
Leverage data outputs to create early signs of at-risk renewals and create workflows for CSMs to address them, including a clear escalation path.
Create systems and processes to track qualified leads and provide data analysts with dashboard requirements for tracking outcomes
Coordinate cross-functional to create processes/automations to meet renewal and upsell targets, create a process to relay cu