Technical Account Manager

Role Overview

• Serve as primary technical support contact.
• Maintain a cooperative relationship with all cross-functional resources, such as product, engineering, and customer account teams comprising Account Executives, Customer Success, Professional Services, and Partners throughout every sales phase.
• Collaborate with the Account Team, as well as Engineering and Product, to help ensure high customer satisfaction by providing world-class dedicated support throughout the entire life of the customer partnership.
• 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, including the customer deployment topology, 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.
• 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.

Requirements

• 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.

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
• 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