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Lead Customer Solutions Engineer
2 months ago
Work Environment: Hybrid
Company Overview:
At Cloudflare, our mission is to create a better Internet. We operate one of the largest networks globally, supporting millions of websites and Internet properties for a diverse clientele, including individual bloggers, small to medium-sized businesses, and Fortune 500 companies. Our platform enhances the security and performance of any online application without the need for additional hardware, software installations, or code modifications. With every request, our intelligent global network improves, leading to enhanced performance and reduced spam and cyber threats. Cloudflare has been recognized by Entrepreneur Magazine as one of the Top Company Cultures and has been ranked among the World's Most Innovative Companies by Fast Company.
We understand that individuals come with unique backgrounds and experiences. We seek curious and empathetic professionals dedicated to personal growth and skill development. Our commitment to diversity and inclusion is fundamental to our success. We evaluate candidates based on their potential and provide ongoing support throughout their journey at Cloudflare.
Role Overview:
As a Customer Solutions Engineer (CSE), you will serve as a trusted technical advisor throughout the customer journey. You will leverage your expertise to ensure our Enterprise clients fully understand and utilize the Cloudflare platform, maximizing their investment. Your primary objective is to drive customer success and satisfaction.
In this role, you will delve deep into customer requirements and challenges. Regardless of your background, your natural curiosity will drive you to uncover root causes of complex issues and devise elegant, efficient solutions. A passion for understanding the intricacies of the Internet is essential.
You will collaborate closely with the Customer Success Manager (CSM) and various teams across Cloudflare, including Sales, Product, Engineering, and Customer Support. Your focus on customer success will guide your interactions throughout the organization as you seek scalable solutions for client needs.
Key Responsibilities:
- Act as a trusted technical advisor and contribute to the growth of existing business while ensuring customer success.
- Work as part of a regional team alongside CSMs to support the regional portfolio.
- Deliver organized onboarding experiences for customers and ensure they realize the full value of Cloudflare's offerings.
- Foster customer retention and growth through relationship building and participation in regular account reviews.
- Provide proactive technical guidance and expertise across all Cloudflare products.
- Collaborate with Customer Support, Engineering, and other teams to address technical escalations.
- Identify opportunities for expansion within existing customer accounts.
- Enhance retention by identifying and communicating product or feature gaps.
- Contribute to the CSE organization’s success through knowledge-sharing initiatives, including documentation and best practices.
- Willingness to travel 20-50% for customer meetings, conferences, and team collaboration.
Required Qualifications:
- Fluency in English; proficiency in additional European languages is advantageous.
- 6-9 years of experience in post-sales customer relationship management.
- Deep understanding of Zero Trust architectures and a commitment to continuous learning in this area.
- Familiarity with core principles of Zero Trust, including least privilege access, microsegmentation, and continuous authentication.
- Knowledge of technologies essential to Zero Trust frameworks, such as identity providers and network segmentation gateways.
- Understanding of security protocols relevant to Zero Trust implementations, including SAML, OAuth, and OpenID Connect.
- Proactive problem-solving skills to address security challenges effectively.
- Technical curiosity and a commitment to staying informed about industry trends and Cloudflare products.
- Strong project management skills with the ability to prioritize competing demands.
Preferred Qualifications:
- Experience with regulatory requirements such as PCI DSS, HIPAA, and SOC-2.
What Sets Cloudflare Apart:
We are not just a large-scale technology company; we are a company with a purpose. Our mission includes protecting the free and open Internet.
Project Initiatives:
- Project Galileo: We provide critical support to politically and artistically significant organizations and journalists, offering tools to defend against attacks that threaten their work.
- Athenian Project: This initiative ensures that state and local governments receive top-tier protection and reliability, facilitating access to election information and voter registration.
- 1.1.1.1: Our public DNS resolver enhances Internet speed, security, and privacy, available for everyone without storing client IP addresses.
We welcome candidates who align with our values and are eager to contribute to our mission.
Cloudflare is an equal opportunity employer, committed to diversity and inclusiveness. We value all qualified applicants without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or any other protected status.
We provide reasonable accommodations for qualified individuals with disabilities. Please inform us if you require accommodations during the application process.
