Technical Account Manager, Network Services

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies.

We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that.

About the department

The Customer Success Team resolves complex issues and answers technical inquiries across various channels, supporting users from individual bloggers to global enterprises.

What you'll do

The Technical Account Manager will own the post-contract end-to-end support experience for Cloudflare’s most strategic customers, to unblock post-go-live technical support challenges.

To be successful in this role, you must 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

• Serve as primary technical support contact.
• Maintain a cooperative relationship with all cross-functional resources, such as product, engineering, and customer account teams.
• Collaborate with the Account Team, as well as Engineering and Product, to help ensure high customer satisfaction.
• Provide product and engineering teams with customer feedback to help identify Support challenges and opportunities.
• Have a holistic and dynamic view of customer’s environment and use of Cloudflare products.
• Create and deliver Quarterly Support Reviews including SLA adherence, top ticket drivers, ticket deep dives, and incident reviews.
• Ability to travel up to 25% of the time.
• Ability to work one weekend every quarter.
• 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 TAM’s to ensure coverage on critical issues.
• Ensure rapid Incident response.
• Assist with preparing and communicating CSRs and formal documentation for incidents and major issues.

Examples of desirable skills, knowledge and experience

• Understanding of networking and routing protocols (BGP, OSPF, IPSec, GRE, etc).
• Experience in security products and technologies (e.g Firewall, IPS, DDoS).
• Experience in system integration and multi-vendor environments & data center deployments.
• Basic troubleshooting skills (e.g. traceroute, WireShark, dig, cURL, etc.) towards identifying and escalating to the necessary teams to drive towards a solution.
• Minimum 8 years of previous experience in a customer-facing team with technical account management responsibilities.
• Have the business acumen of working with Fortune 500 companies and their leadership team.
• Fundamental understanding of how the Internet works, e.g. the OSI Model, Application and Network security, what a proxy is and how it works.
• Passionate about Cloudflare products, helping customers, and building strong relationships across organizations.

Compensation

Compensation may be adjusted depending on work location.

• For New York City, New Jersey, Washington, Washington D.C. and California (excluding Bay Area) based hires: Estimated annual salary of $142,000 - $174,000

Equity

This role is eligible to participate in Cloudflare’s equity plan.

Benefits

Cloudflare offers a complete package of benefits and programs to support you and your family.

• 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

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

• 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.

Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness.

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