Senior Customer Engagement Manager

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.

Are you passionate about creating exceptional customer experiences? Do you thrive in a role that blends strategic planning, operational excellence, and high-impact engagements? At F5, we’re looking for a dynamic Senior Customer Engagement Manager to elevate our Customer Engagement Center (CEC) in San Jose, CA to new heights and support executive engagements.

The Customer Engagement Center (CEC) delivers high-impact, customized in-person, hybrid, and virtual engagements that showcase F5’s expertise and innovation to customers, partners, and dignitaries. As a Senior Customer Engagement Manager, you will execute the strategic vision, operational execution, and continuous enhancement of the CEC program and support executive engagements at events and meetings as required.  You’ll collaborate closely with the CEC team based in Seattle, field /sales teams, executive leadership, and expert speakers to deliver world-class briefings and experiences.

Key Responsibilities

Operational Excellence

• Oversee the seamless coordination of briefing schedules, room setups, and logistical details to ensure an optimal experience for all visitors.

• Manage and continuously refine CEC facilities, ensuring they meet and exceed industry benchmarks. Lead construction and renovation projects, enhancing the CEC’s design, functionality, and global footprint.

• Maintain accurate reporting and data management for distribution to all stakeholders.

• Support and execute executive events and meetings for external and internal events as required, ensuring a consistent and enhanced white glove experience. 

Strategic Program Growth

• Work with the CEC team and F5 leadership to define and execute the short- and long-term strategic vision for the global CEC program.

• Enable us to transform our executive experiences by infusing your unique expertise and innovative ideas into improving and enhancing our programs overall.

• Ensure best practices and standards are delivered consistently to nurture top-quality engagements.

Program Innovation & Enhancement

• Elevate the CEC program by proactively identifying improvement opportunities and integrating industry best practices to drive transformational results. 

• Stay informed on industry trends and competitor activities to keep F5’s CEC ahead of the curve.

• Develop and maintain briefing procedures to ensure consistency and quality across all engagements.

Budget Oversight & Strategic Alignment

• Manage the CEC budget, ensuring fiscal responsibility while advocating for necessary investments to enhance the program.

• Align expenditures with strategic priorities to maximize impact and efficiency.

Cross-Functional Collaboration & Special Initiatives

• Partner with internal teams to support special events, product launches, executive offsites, and community initiatives.

• Contribute to marketing efforts, driving awareness and engagement with the CEC program.

• Maintain and update speaker directories, content databases, and briefing materials to ensure relevance and accuracy.

Daily Responsibilities

Briefing Center Operations

• Ensure smooth daily operations of the San Jose CEC, maintaining a world-class environment for visiting executives and VIP guests.

• Execute briefing schedules, room arrangements, and facility enhancements to align with industry-leading standards.

• Lead new construction and renovation projects to support the evolving needs of the CEC program.

• Plan and execute cross-functional projects to enhance briefing experiences and program impact.

Briefing Execution

• Lead executive briefings and facility tours in the San Jose office, delivering compelling insights into F5’s products, solutions, and industry leadership.

• Own the full lifecycle of briefing design, including scoping calls, agenda and content development, and final alignment with account teams

• Ensure objectives, outcome and content messaging are fully aligned with executives, customers and account teams prior to execution

• Lead and manage scoping and pre-briefing calls, executive and speaker pre-briefing tasks and communications, prepare executive briefing documents, customer context and key talking points.

• Facilitate live briefings by guiding agenda flow, managing speaker and session times and adapting in real time to customer needs or content adjustments as needed.

• Collaborate with sales, marketing, and technical teams to customize briefing content for each visiting group.

• Secure and coordinate expert speakers, ensuring presentations align with customer needs and strategic priorities.

Client Engagement & Relationship Management

• Build and maintain strong relationships with key customers, partners, and stakeholders.

• Serve as the primary point of contact in San Jose for executive visitors, ensuring a seamless and impactful experience.

• Gather feedback and continuously refine briefing content and execution based on participant insights.

• Orchestrate real time coordination between sales, product marketing, executives, marketing and technical teams to align and identify key stakeholders for CEC program support.  

Budget & Resource Management

• Support CEC budget planning and allocation, ensuring resources align with strategic goals and Customer Marketing team budgets.

• Manage expenditures related to staffing, facilities, event logistics, and key capital investments.

• Identify, manage and maintain all external vendor relationships for local CEC event support including catering, transportation, concierge services, entertainment, maintenance, swag and special event services.

Why Join F5?

At F5, we are committed to delivering unmatched customer experiences through our Customer Engagement Center. As a Senior Customer Engagement Manager, you will play a pivotal role in shaping the future of executive briefings as a member of a high-performing team and collaborating with industry leaders. If you’re passionate about driving strategic initiatives, creating world-class experiences, and making a lasting impact, we’d love to hear from you.

Qualifications & Skills

Basic Qualifications

• Minimum 6 years of experience in event management, sales, or marketing.

• Experience managing multiple projects simultaneously with a strong sense of organization.

• Strong executive presence, with the ability to confidently engage with senior stakeholders.

• Excellent verbal and written communication skills with the ability to lead across functions and levels.

• Highly self-motivated and able to work independently with minimal direction.

Preferred Qualifications

• Experience working in a technology company or executive briefing center (EBC).

• Proven track record of delivering high-impact customer engagements that drive business outcomes.

#LI-EM1 #LI-Hybrid

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.

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 [email protected].