Senior Technical Account Manager

3 days 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.

We're looking for curious and empathetic individuals who are committed to developing themselves and learning new skills. We're ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare.

The Role

The Technical Account Manager will own the post-contract end-to-end support experience for Cloudflare's most strategic customers. They will be a dedicated technical primary point of contact for our top-tier Enterprise customers. The TAM's responsibilities include managing and monitoring support interactions, serving as an internal advocate for customers, responding to customer escalations, and proactively escalating issues as needed.

The ideal candidate will possess strong customer service and leadership skills, be a self-starter, be committed to ongoing self-education, be able to collaborate across organizations, and have excellent technical problem-solving skills.

Responsibilities
  • Ability to work one weekend every month.
  • Serve as primary technical support contact.
  • Maintain a cooperative relationship with all cross-functional resources.
  • Collaborate with the Account Team, Engineering, and Product to ensure high customer satisfaction.
  • Provide product and engineering teams with customer feedback.
  • Have a holistic view of customer's environment and use of Cloudflare products.
  • Create and deliver Quarterly Support Reviews.
  • Ability to travel up to 25% of the time.
  • Proactively engage with the account team during strategic deal closure and throughout the lifecycle of the customer.
  • Point of escalation during business hours, and backup point of escalation for Cloudflare TAMs in other regions during their off hours.
  • Understand client sentiment, own internal and customer-facing escalations, and provide product support.
  • Ensure support tickets are solved in a timely manner.
  • Maintain and expand working technical knowledge of Cloudflare products.
  • Single-threaded owner of technical support issues, working with backend teams as needed.
  • Work with global TAMs to ensure coverage on critical issues.
  • Ensure rapid Incident response.
  • Assist with preparing and communicating CSRs and formal documentation for incidents and major issues.
Requirements
  • Understanding of networking and routing protocols.
  • Experience in security products and technologies.
  • Experience in system integration and multi-vendor environments & data center deployments.
  • Basic troubleshooting skills.
  • Minimum 8 years of previous experience in a customer-facing team with technical account management responsibilities.
  • Business acumen of working with Fortune 500 companies and their leadership team.
  • Fundamental understanding of how the Internet works.

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