Senior Director, Customer Support & Success
Senior Director, Customer Support & Success
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$ 263840 - 395760
1 Vacancy
Job Description
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 an experienced and strategic Senior Director to lead technology delivery for our Customer Success Support Professional Services and Shared Services this role you will serve as the primary technology partner to these business teamsdriving the strategy design and delivery of scalable customer-centric solutions that enhance service execution streamline operations and improve the end-to-end customer experience.
This role also oversees cross-functional technology capabilities that are foundational to the broader Customer Experience and Go-To-Market (GTM) ecosystem which sits within the Digital organization.
You will collaborate closely with leaders across Customer Support Success Services and Digital to ensure our platforms and tools align with business objectives increase productivity and deliver measurable impact for both internal stakeholders and our customers. Youll also play a pivotal role in defining and implementing AI capabilities across the Customer Experience pillarleveraging intelligent automation predictive insights and next-generation customer engagement tools to enable smarter more scalable and more proactive experiences.
Ultimately you will help build secure user-centered and future-ready platforms that support operational excellence and sustainable business growth.
Key Responsibilities
Act as the strategic technology partner for Customer Support Success and Professional Services leadership translating business objectives into a cohesive technology roadmap.
Lead the delivery of technology solutions supporting service case management field and implementation services project delivery time tracking customer support and engagement.
Oversee a portfolio of platforms including CRM (e.g. Salesforce Service Cloud Customer Experience Cloud) PSA tools (e.g. FinancialForce Mavenlink or similar) customer portals knowledge bases and AI-powered support solutions.
Drive digital transformation by enabling automation data-driven decision-making and proactive customer engagement strategies across both functions.
Collaborate cross-functionally with product engineering and Digital to ensure seamless integration and adoption of tools across systems and workflows.
Manage vendor relationships and technology partnerships related to service delivery and support platforms.
Manage a set of shared services including UX/UI design systems integration security oversight and environment management.
Define strategy for implementing AI capabilities across the Customer Experience pillar leveraging automation intelligent workflows and predictive analytics to improve service efficiency personalization and customer satisfaction.
Partner with F5 Product and engineering and Enterprise Architecture and Data teams to ensure cohesive governance architecture and delivery.
Build lead and mentor a high-performing team of technology professionals and manage key vendor and partner relationships.
Define and monitor KPIs for platform performance service delivery efficiency customer satisfaction and employee productivity.
Ensure all technology initiatives comply with enterprise security privacy and governance standards.
Qualifications
1015 years of experience in technology leadership roles with a strong background supporting Customer Support and/or Professional Services functions.
Demonstrated success in delivering complex enterprise solutions across CRM PSA knowledge management and customer engagement platforms.
Deep understanding of tools and processes used in customer support (e.g. Salesforce Service Cloud Zendesk) and professional services (e.g. FinancialForce Mavenlink or equivalent PSA tools).
Familiarity with automation and AI/ML applications in service operations (e.g. virtual agents intelligent routing predictive support).
Strong ability to align technology strategy with business goals and drive adoption across global teams.
Excellent leadership communication and stakeholder management skills.
Bachelors degree in Computer Science Information Systems or related field; MBA or advanced degree is a plus.
Preferred Experience
Experience in enterprise SaaS or technology-driven companies.
Strong understanding of the Go-To-Market (GTM) ecosystem and how support and services fit into the customer lifecycle.
Background in digital transformation and cross-functional program leadership.
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 base pay for this position is: $263840.00 - $395760.00F5 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 F5s 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 F5s benefits can be found at the following link: 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 @) or auto email notification from Workday (ending with or @).
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 .
Required Experience:
Exec
Employment Type
Full-Time
