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.

Customer Success at F5 is integral to our long-term success as a company. Our team of Customer Success Managers (CSM) are trusted advisors: from the point of sale and extending through onboarding, project success, and renewals.

Responsibilities

• Partner closely with internal F5 groups, provide input to a customer’s strategic plans and helps our customers identify areas to improve their use of and uncovering new uses for F5 amongst their portfolios.
• Ensure that customers derive value from their investment in F5, utilize all of their licenses, identify new opportunities, and collaborate with other F5 teams to ensure adoption and a successful renewal.
• Increase of renewal rates and reducing churn.
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.
• Drive new business growth through greater advocacy and reference-ability.
• Promote and educate customers on the resources and wider customer communities available. These forums will encourage engagement, drive future projects forward and efficient utilization.
• Act as a ‘mentor’ by working in partnership with the customers support service to ensure it is being effective for improvement requests and critical issues.
• Guide our customers through significant service achievements such as upgrades, new releases and new features.
• Ensure customer successfully achieves desired business outcomes.
• Where applicable partner we with our account teams and other internal teams to develop successful account strategies and plans that direct company resources to encourage renewal and return of investment cross pillar.
• Engage with our customers' cloud strategies and the guide them by providing resources that can assist their strategic business direction.
• Manage internal relationships to promote customer success activities such as on-boarding, training, professional services, customer support, renewals, cross-sell/up-sell, advocacy.
• Diligently and consistently update the internal Customer Relationship Management system with the customer’s business objectives and any metrics that define success to the customer.
• Develop and maintain a continuous close relationship with the relevant Application Sales Representative(s) throughout the customer lifecycle.
• Advocate on behalf of the customer with sales, product, and support organizations.
• Aid the F5 team in mapping customer journey.
• Deliver regular business reviews and success plans to senior executives and key business partners.
• Monitor customer usage data, health indicators, renewal dates and growth opportunities and translate into strategies for success.
• Develop an understanding of typical challenges faced by customers and appropriately map F5 features and associated business benefits to address their needs.
• Analyze data to enable us to develop a plan for each customer to ensure outcomes are measurable.
• Use customer surveys for product and service feedback to help product management define the product roadmap and build continuous performance improvements across all teams.
• Be a Customer Success evangelist for F5 aiding in growing the tools and systems required to be successful.
• Participate in the development of tools and resources used by our team, as well as the engagement points and methods both internal and external to F5.

Knowledge, Skills and Abilities

• Experience from and passionate about a customer facing role involving cloud based/SaaS technology with collaboration with internal partners.
• Ability to quickly grasp and distinctly explain technological and business concepts.
• Proved ability to develop and cultivate lasting customer relationships with limited resources.
• Strong empathy for customers and passion for revenue and growth.
• Written and verbally communicate a complex message in a simplistic way.
• Collaborative, persistent and proactive.
• Confident and engaging presentation skills, personable, positive, approachable & tenacious.
• Commercial acumen.
• Resilient, handling pressured situations.
• Strong time management work ethic and focus on delivery.
• Willingness and ability to travel is required

How do you qualify?

• Bring a minimum of 8 years experience delivering technology and business outcomes for customers and customer success related activities.
• Hold a Bachelor’s or Master’s degree in a related field, Computing or Business & Information Technology preferred or equivalent validated relevant professional experience.
• Professional experience and knowledge of our industry and a CSM role is required.

Additional Commentary

• 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 these are subject to change.
• The annual U.S. base pay range for this position is: $132,726.00 - $199,088.00

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 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.

Role Overview:

As a critical member of the McAfee retention team, Retention Marketing Manager will lead a small team to drive success of upsell and cross sell strategy and campaigns. This person will report to the Director of Marketing and work closely with them to identify opportunities for increasing customer protection through upsell and cross sell campaigns, constantly optimizing the funnel and drive strategic initiatives to improve customer experience through personalization. This person will lead team of marketing managers and other cross functional partners through the day-to-day execution of testing, analytics, creative, campaign launches for key customer segment prioritized as one of the top growth levers for the company.

This position is based in the United States, Texas. We will only consider candidates in the United States, Texas and are not offering relocation assistance at this time.

Company Overview

McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment.

• Be a champion of the upsell & cross-sell strategy across the company, effectively communicating with leadership and internal stakeholders.
• Create clear requirements that inspire cross-functional partners to conceptualize and ship awesome experiences where accountants will work effortlessly and seamlessly to delight customers.
• Lead strategic initiatives, including development of clear action plans, identification of success metrics and targets, and management of timelines.
• Size new opportunities and articulate actionable recommendations that drive business impact; proactively identify roadblocks and suggest alternative solutions.
• Lead creative optimization for the customer journey—building a relationship with the customer, driving engagement, and focusing on key monetization opportunities.
• Leverage customer insights, competitive understanding, and data analytics to unlock growth opportunities and influence product and messaging roadmaps.
• Gather and analyze data from multiple sources, including Adobe Analytics, Adobe Test & Target, and internal databases.
• Proactively drive projects to meet deadlines, prioritize, and escalate issues as needed.

About You:

• You have at least 10+ years of professional experience.
• You have demonstrated numerous initiatives in improving customer experience through landing page optimization and journey personalization.
• You have a proven ability to drive multiple initiatives in a fast-paced, innovative environment.
• You have strong interpersonal communication skills to develop key relationships and influence teams to accomplish objectives.
• You have a passion for thinking strategically and the ability to execute tactically.
• You have a comprehensive understanding of the a/b testing process and have experience with data-driven experimentation.
• You have experience with analyzing, interpreting, and leveraging quantitative and qualitative data to glean customer insights and make business decisions.
• You have knowledge of data tools such as Adobe Analytics, Adobe Target, Tableau, and Power BI.

We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Bonus Program
• 401k Retirement Plan
• Medical, Dental, Vision, Basic Life, Short Term Disability and Long-Term Disability Coverage
• Paid Parental Leave
• Support for Community Involvement
• 14 Paid Company Holidays
• Unlimited Paid Time Off for Exempt Employees
• 96 Hours of Sick Time and 120 Hours of Vacation for Non-Exempt Employees Accrued Each Year

We're serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

The starting pay range for this position is $95,890.00-$157,540.00. McAfee takes into consideration an individual’s skillset, experience and location in making final salary determinations. For further details, please discuss with the Talent Acquisition Partner.

Please click here to view and download the Job Applicant Privacy Notice, which applies to all McAfee job applicants who are residents of the state of California.

As a Senior Client Manager (Sr. CM) you'll be responsible for selling Optiv security services and security technology solutions to a select few strategic accounts within the San Francisco Bay Area. You'll also be responsible for owning and coordinating all aspects of the sales cycle within your assigned accounts, and leading a cross-functional team to build and execute a multi-year strategic account management plan for your top accounts. Members of this cross-functional team will typically include a Solutions Architect, Client Operations Specialist, and an Executive Advisory Director and services practices personnel as appropriate for your accounts.

Development of a multi-year strategic account management plan for your top accounts is a core and critical responsibility for the Sr. CM. You'll identify and understand your client's core business objectives and how they correlate to mitigating business and cybersecurity risk. An overarching goal is to establish a trusted relationship with the client that results in Optiv being their primary security solution partner and provider.

• Build trusted, effective and productive relationships with client executives at multiple levels within assigned accounts.
• Lead creation of multi-year strategic account management plans for top accounts, based upon identified client business, technology and security goals, coupled with Optiv's understanding of security trends, threats and points of view for each assigned account.
• Build a large sales pipeline, ideally 4 times assigned targets, within assigned accounts and achieve/exceed gross margin target in excess of $2M annually.
• Manage current and multi-quarter forecasts with a high-degree of accuracy, currency and integrity.
• Execute with discipline and in alignment with Force Management principles including MEDDICC and Command of the Message, among others.
• Effectively communicate Optiv’s value proposition as it relates to security services and technologies expertise and capabilities.
• Build strong, collaborative and productive relationships with technology partners and their respective sales personnel to both gain and share leads in support of building qualified pipeline and maximizing mutually beneficial sales opportunities.
• Initiate and / or monitor and mediate all necessary communications between clients, technology partners and members of the extended Optiv team (technical, sales, client operations, etc.) within each assigned account.
• Maintain collaborative and effective internal communications with Optiv team members relative to specific opportunities, associated requirements and client satisfaction.

Required Qualifications

• Minimum 5-7 years of experience as an individual contributor selling Cybersecurity Solutions and Services in the San Francisco Bay Area.

Preferred Qualifications

• Strong, established relationships with Key Accounts and OEM partners in local territory.
• Proven ability to build and execute territory and account prospecting and expansion plans with a track record of exceeding assigned quotas.
• Experience engaging cross-functional resources such as sales, pre-sales technical support, and other support personnel in an effective fashion.
• Demonstrated ability to build productive business relationships with key executives and sponsors within assigned accounts.
• Effective presentation, verbal and written communication skills.
• Negotiation experience.
• History of demonstrated achievement exceeding plan and expectations.

Salary Range Description

$97,800.00 - $128,000.00 Annual

The Hiring Range provided for this role is informed by (but not limited to) various factors including responsibilities of the position, work experience, education/training, internal peer equity, geography, as well as other market influences when extending an offer. The disclosed range has not been adjusted for these factors. This role may also be eligible to participate in a variable incentive-based bonus plan. Optiv offers a comprehensive compensation and benefits package, of which salary is a component.

What you can expect from Optiv

• A company committed to championing Diversity, Equality, and Inclusion through our Employee Resource Groups.
• Work/life balance
• Professional training resources
• Creative problem-solving and the ability to tackle unique, complex projects
• Volunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.
• The ability and technology necessary to productively work remotely/from home (where applicable)

EEO Statement

Optiv is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, veteran status, or any other basis protected by federal, state, or local law.

Optiv respects your privacy. By providing your information through this page or applying for a job at Optiv, you acknowledge that Optiv will collect, use, and process your information, which may include personal information and sensitive personal information, in connection with Optiv’s selection and recruitment activities. For additional details on how Optiv uses and protects your personal information in the application process, click here to view our Applicant Privacy Notice. If you sign up to receive notifications of job postings, you may unsubscribe at any time.