Program Manager-Customer Success at F5 Networks in Texas City, TX
Coordinate with key F5 stakeholders to design, build, launch, and measure the programs necessary to develop team culture and communication cross functionally. Understand customer business strategies and business cases, and drive alignment between customer objectives and product lifecycle management. Develop, deliver, and track customer journeys by product through Gainsight Orchestration. Monitor customer satisfaction through NPS and drive references. Product Enhancements and Feedback by managing Voice of the Customer and provide input to Development and Product Management regarding offering strengths and weaknesses. Manage a backlog of feature requests from various key stakeholders across CS and CX. Develop engagement models with program teams to ensure clearly defined and documented success criteria, clearly define business impact of programs and projects and ensure smooth project execution. Attend Product Launch meetings. Contribute to knowledge bases, white papers, webinars and other programs for capturing and sharing best practices with all customers and CSM through journey orchestration. Communications Create and deliver enablement content for Customer Success Managers (CSM). Create collateral and assets used by CSM, sales and partners to drive customer outcomes. Communicate status at executive levels and build presentations. Educate CSMs on new offering strategy and roadmap and ensure training of new features as appropriate. Ensure Customer Success team are aware of any changes to offering related processes and procedures including operational and business management changes. Solicit employee feedback on change management. Events and recognition prime. Drive agenda attendance and speaker participation in regional and global user events. Drive CS participation in Marketing webinars and other programs. Partner closely with other communications professionals and teams within CS, CXS, and Global Communications - and represent CS from a communications and culture perspective across pan-CXS initiatives Work closely with cross-functional partners as you collaborate to co-create messaging You're an advisor to leaders in the business as they craft their communications plan to your shared audiences Required Technical and Professional Expertise Bachelor's degree and 8
years professional experience working in global companies and related hands-on experience in customer success, or related field (or equivalent) Strong business acumen:
an innovative customer operations practitioner with a strong customer-centric mindset, excellent program management skills, highly detail-oriented with ability to communicate effectively at different levels of management. Preferred Technical and Professional Expertise A passion for customer service and relationship building. Desire to thrive in a fast-paced, constantly changing, results-driven work environment. Deep expertise in all aspects of project management:
initiation, planning, execution, and closure Executive presence and ability to work with highly confidential information Excellent written and verbal communication skills. Technical Aptitude to understand and explain the F5 products and services. Customer and team-focused; delivery-oriented; high energy; and values honesty and integrity. Ability to quickly grasp and distinctly explain technological and business concepts Proficient in MS Office Suite (MS Excel & Power Point) F5 software and SaaS offering knowledge Experience working with C-suite / Executive level Design, implement, and facilitate skills & technology enablement's for CSMs. Change Management Implement feedback loop processes based on offering gaps as identified by CSMs and F5 customers. Adobe InDesign, Photoshop, and other design tools to build internal and external communications.
Salary Range:
$100K -- $150K
Minimum Qualification
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
years professional experience working in global companies and related hands-on experience in customer success, or related field (or equivalent) Strong business acumen:
an innovative customer operations practitioner with a strong customer-centric mindset, excellent program management skills, highly detail-oriented with ability to communicate effectively at different levels of management. Preferred Technical and Professional Expertise A passion for customer service and relationship building. Desire to thrive in a fast-paced, constantly changing, results-driven work environment. Deep expertise in all aspects of project management:
initiation, planning, execution, and closure Executive presence and ability to work with highly confidential information Excellent written and verbal communication skills. Technical Aptitude to understand and explain the F5 products and services. Customer and team-focused; delivery-oriented; high energy; and values honesty and integrity. Ability to quickly grasp and distinctly explain technological and business concepts Proficient in MS Office Suite (MS Excel & Power Point) F5 software and SaaS offering knowledge Experience working with C-suite / Executive level Design, implement, and facilitate skills & technology enablement's for CSMs. Change Management Implement feedback loop processes based on offering gaps as identified by CSMs and F5 customers. Adobe InDesign, Photoshop, and other design tools to build internal and external communications.
Salary Range:
$100K -- $150K
Minimum Qualification
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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