Cloudflare Technical Account Manager
4 days ago
We are seeking a highly skilled and experienced Technical Account Manager to join our Global Customer Support organization. As a key member of our team, you will be responsible for delivering exceptional customer service and support to our top-tier Enterprise customers.
About the RoleThe successful candidate will own the post-contract end-to-end support experience for Cloudflare's most strategic customers, unblocking technical support challenges and serving as an internal advocate for customers. They will be a dedicated technical primary point of contact for our top-tier Enterprise customers, managing and monitoring support interactions, responding to customer escalations, and proactively escalating issues as needed.
Key Responsibilities- Serve as primary technical support contact for top-tier Enterprise customers
- Document and maintain technical profiles for customers to ensure a consistent and smooth support experience
- Maintain cooperative relationships with cross-functional resources, including product, engineering, and customer account teams
- Collaborate with the Account Team and Engineering/Product teams to deliver world-class dedicated support throughout the entire life of the customer partnership
- Provide product and engineering teams with customer feedback to identify support challenges and opportunities
- Develop a holistic view of customer environments and use of Cloudflare products, providing expert resolution for all support issues and proactive advice for long-term improvements
- Create and deliver Quarterly Support Reviews, including SLA adherence, top ticket drivers, ticket deep dives, and incident reviews
- Minimum 8 years of experience in customer-facing roles with technical account management responsibilities
- Experience with edge computing products and technologies (serverless computing, object storage, key-value stores, SQL)
- Fundamental understanding of how the Internet works (OSI Model, Application and Network security, proxies)
Candidates must possess strong customer service and leadership skills, be self-motivated, committed to ongoing self-education, able to collaborate across organizations, and have excellent technical problem-solving skills. A passion for Cloudflare products, helping customers, and building strong relationships is essential. If you're a highly ambitious, results-driven individual who thrives in fast-paced environments, we encourage you to apply.
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