Technical Account Manager
5 days ago
We are seeking a highly skilled Technical Account Manager to join our Global Customer Support organization at Cloudflare. As a Technical Account Manager, you will be responsible for providing exceptional support to our most strategic customers, ensuring a consistent and high level of support.
Key Responsibilities- Manage and monitor support interactions to ensure timely resolution of technical issues.
- Serve as an internal advocate for customers, responding to escalations and proactively escalating issues as needed.
- Meet regularly with customers to provide proactive recommendations and support their technical needs.
- Collaborate with cross-functional teams, including Customer Success and Account Teams, to ensure seamless support.
- Document and maintain technical profiles for customers to ensure a consistent support experience.
- Provide product and engineering teams with customer feedback to identify support challenges and opportunities.
- Develop and deliver Quarterly Support Reviews to ensure high customer satisfaction.
- Travel up to 25% of the time and work one weekend every quarter.
- Minimum 8 years of experience in a customer-facing team with technical account management or technical support responsibilities.
- Previous experience in SASE or Zero Trust.
- Knowledge of Cloudflare Zero Trust Network Access (ZTNA) solutions and concepts.
- Understanding of customer network and application architectures.
- Business acumen of working with Fortune 500 companies and their leadership team.
- Basic technical troubleshooting skills and methodologies.
- Fundamental understanding of how the Internet works.
- Estimated annual salary of $127,000 - $155,000 (Colorado-based hires), $142,000- $174,000 (New York City, Washington, and California-based hires), or $149,000 - $183,000 (Bay Area-based hires).
- Equity participation in Cloudflare's equity plan.
- A comprehensive benefits package, including health, welfare, and financial benefits.
- Flexible paid time off and leave programs.
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