Technical Account Management Leader

3 weeks ago

San Francisco, California, United States Cloudflare Inc Full time
About Us

At Cloudflare, we're on a mission to build a better Internet. Our network powers millions of websites and other Internet properties for customers ranging from individual bloggers to Fortune 500 companies.

We protect and accelerate any Internet application online without adding hardware, installing software, or changing a line of code. Our intelligent global network gets smarter with every request, improving performance and reducing spam and other attacks.

Job Description

We're seeking a leader with prior experience in Technical Account Management and value-added support services. The ideal candidate will lead a team of Technical Account Managers, responsible for managing the service delivery experience of our Premium customers.

Partnering with the Head of TAM Services to drive the development and execution of a Global TAM strategy, ensuring an exceptional service experience that's metrics-driven and solution-oriented.

Responsibilities:
  • Collaborate with the Head of TAM Services to develop and execute the Global TAM strategy.
  • Maintain a metrics-driven and solution-oriented approach to deliver a world-class service experience.
  • Lead, mentor, and coach team members to achieve their full potential.
  • Provide guidance for career development within the team.
  • Handle the recruitment, onboarding, and training of new team members.
  • Foster cross-team communication between Support, Product/Engineering, and Sales.
  • Promote team collaboration with other Support managers and teams.
  • Partner closely with Account Management Teams to ensure a seamless customer experience.
  • Facilitate the implementation of new processes to enhance customer support.
  • Cultivate and strengthen the collaborative culture within Cloudflare Support.
  • Address critical customer escalations and manage stakeholder expectations, providing senior management with resolution plans.
  • Collect and analyze support metrics to drive continuous improvements.
  • Ensure proactive and high-quality ticket and incident management.
  • Responsible for weekly reporting, including team metrics, customer trends, issues, and requests.
  • Contact customers proactively to ensure the highest level of service satisfaction and develop and implement a corrective action plan, to avoid potential churn
Requirements:
  • 5 to 8 years of technical leadership experience, preferably in SaaS or Network/General Cyber Security.
  • Previous experience leading a regionally distributed team connected to a 24/7 Follow-the-sun service delivery model.
  • Experience in scaling and operationalizing new/existing TAM offerings for large enterprise customers.
  • Prior experience with paid support services, including observability (Security/Network Operations Center).
  • Direct experience in the hiring process, including candidate review, interviewing, and collaborative decision-making.
  • Strong written and oral communication skills.
  • Excellent problem-solving abilities.
  • Enthusiasm for working directly with customers.
  • A proven track record of building and leading world-class Technical Support teams, ideally in an infrastructure, platform, or SaaS business.
  • Passion for creating and promoting best support practices.
  • Willingness to be available during weekends and holidays as needed.
Benefits

Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future, and make life a little easier and fun.

Health & Welfare Benefits

  • Medical/Rx Insurance
  • Dental Insurance
  • Vision Insurance
  • Flexible Spending Accounts
  • Commuter Spending Accounts
  • Fertility & Family Forming Benefits
  • On-demand mental health support and Employee Assistance Program
  • Global Travel Medical Insurance

Financial Benefits

  • Short and Long Term Disability Insurance
  • Life & Accident Insurance
  • 401(k) Retirement Savings Plan
  • Employee Stock Participation Plan

Time Off

  • Flexible paid time off covering vacation and sick leave
  • Leave programs, including parental, pregnancy health, medical, and bereavement leave
What Makes Cloudflare Special?

We're not just a highly ambitious, large-scale technology company. We're a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

We equip politically and artistically important organizations and journalists with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare's enterprise customers at no cost.

We created Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration.

We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure, and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. We don't store client IP addresses, never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

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