CX Advocacy and Evidence Lead at F5 Networks in Seattle, Washington

Job Description:

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

For over 20 years, we have been the industry leader in application delivery. Now, we’re also helping our customers thrive with any architecture and across any multi-cloud environment. F5 is the only company on the planet that powers applications from development through their entire lifecycle so our customers—enterprise businesses, service providers, governments, and consumer brands—can deliver differentiated, high-performing, and secure digital experiences that are changing the world.

But our success isn’t driven solely by what we do. We also care deeply about how we do it. Our culture is how we live, every single day, and it’s producing exceptional results—not only for our customers, but also for our employees. We understand that your life is about more than just work, so we’re committed to a culture that supports your whole life.

Overview:

The CX Advocacy and Evidence Lead serves as a center of excellence within the Customer Experience organization to strategize and execute modern and targeted customer communications that deliver meaningful engagement with F5 across all points along the customer journey. In partnership with the Global Demand Center, Portfolio and Field orgs, Partners, Global Services, and Customer Success the Customer Advocacy team utilizes customer insights and data to expand communications campaigns to include vertical, partner, and regional storytelling efforts in support of broader marketing initiatives.

This individual will lead and manage the team responsible for helping to drive revenue by identifying and developing customer advocates for public reference activities such as published success stories, speaking opportunities, blogs, and sales references to bring the impact F5 delivers to life. 

The successful candidate will provide “outside-in” perspectives and recommendations leveraging industry best practices and customer advocacy and evidence efforts.

The successful candidate will partner directly with the CX leader and work cross-functionally to identify opportunities to improve customer engagement, build customer loyalty, and modernize our approach to storytelling. This role will help establish and continually improve a measurement framework and achievement targets for advocacy across F5.

Responsibilities:

Strategy:

• Contributes as part of the CX leadership team to help set strategic, execution priorities, direction, and goals


• Drives customer evidence by supporting, promoting, and enriching customer advocacy programs for customer communities, user groups, advisory boards, and customer reference programs


• Distills and communicates customer insights into actionable and message-ready formats.

Leadership:

• Effectively manage team responsible for producing case studies and related customer evidence and create relevant metrics/KPIs.


• Work with Brand and Comms team to utilize media resources such as designers, video production and web developers to augment written customer stories in compelling ways that drive impact.


• Develop a global program and related KPIs for reference pipeline that meets quality criteria and business needs.

Partnership and Alignment:

• Partner effectively with sales and marketing leadership to identify customer evidence gaps and opportunities.


• Lead effort in support of a digital advocate network and manage team to ensure adequate ROI.


• Work with PR agency and Comms Lead to identify and secure customers willing to do media engagements that will lead to strategic story placement.


• Lead strategy to modernize and improve customer stories, and increase customer testimonials.

Knowledge, Skills, and Abilities:

• A global leader who can demonstrate knowledge of best practices in driving exceptional B2B Customer Engagement, specifically around design of a customer evidence and advocacy program. 


• Ability to communicate effectively with senior leadership and others cross-functionally.


• Ability to understand the role of public and community relations within an organization and company policies and procedures.

Qualifications:

• Minimum of 8 years’ experience in marketing or customer experience, with direct experience leading a customer evidence and advocacy team.


• Extensive writing, editing, and proofing skills.


• Advanced computer and web proficiency, including Salesforce (or other CRM), Microsoft Office, Tableau.


• Proven experience with owned media (blogs, social networking sites, etc.), earned media (such as tech and business publications) and marketing campaigns.


• Strategic, creative, and precise storyteller, with proven experience in exec presentations, messages, editorials, blogs, and social media


• Ability to manage multiple projects with tight deadlines without sacrificing quality


• Rigorous attention to detail, organizational skills, and quality of work


• Strong interpersonal skills: ability to develop relationships and engage effectively


• Leadership and accountability - owning evidence and advocacy plans and projects from start to finish.

Physical Demands and Work Environment

• Duties are performed in a normal office environment while sitting at a desk or computer table. 


• Duties require the ability to utilize a computer, communicate over the telephone, and read printed material.


• Duties may require being on call periodically and working outside normal working hours (evenings and weekends).


• Duties require the ability to travel up to 50% via automobile and airplane, and may require being on call periodically and working outside normal working hours (evenings and weekends). 


• Job may be performed on-site at a customer facility or data center, or in an office environment sitting at a desk or computer table. 

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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.

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Yello/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. Reasonable accommodation is available for qualified individuals with disabilities, upon request.