Technical Account Manager
Washington, DC · On-site
... engineering, and customer account teams comprising Account Executives, Customer Success ... Cloudflare products. • Single threaded owner of technical support issues, working with backend ...
1 Cloudflare Back-End Developer Jobs Hiring Near You
Technical Account Manager
Washington, DC · On-site
... engineering, and customer account teams comprising Account Executives, Customer Success ... Cloudflare products. • Single threaded owner of technical support issues, working with backend ...
Cloudflare Jobs Information
What is it like to work at Cloudflare?
Cloudflare is a company that prioritizes innovation, collaboration, and customer-centricity, fostering a culture of experimentation and continuous learning. The company's global team is structured into various departments, including engineering, product, and customer support, with a focus on open communication and cross-functional collaboration. Working at Cloudflare may appeal to individuals who are passionate about cybersecurity, web performance, and digital rights, as the company offers a dynamic and challenging environment where they can contribute to shaping the future of the internet.
What makes Cloudflare an attractive place to work?
Cloudflare is a leading cloud computing company that plays a critical role in shaping the internet's infrastructure and security landscape. The company fosters a dynamic work environment that encourages innovation, collaboration, and continuous learning, with a focus on delivering high-quality products and services to its customers. By joining Cloudflare, individuals can contribute to the development of cutting-edge technologies, expand their skill sets, and be part of a team that is shaping the future of the internet.
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Job description
Job Summary:
Cloudflare is on a mission to help build a better Internet, operating one of the world’s largest networks that powers millions of websites. The Technical Account Manager (TAM) will provide high-level support for Cloudflare’s top Enterprise customers, ensuring smooth operations and resolving technical challenges while collaborating with various teams to enhance customer satisfaction.
Responsibilities:
• 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.
Qualifications:
Required:
• Strong customer service skills
• Leadership skills
• Problem-solving skills
• Solid understanding of Layer 3 and 4 networking
• Minimum 8 years of previous experience in a customer-facing team with technical account management responsibilities
• 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
Preferred:
• 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
• 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
Company:
Cloudflare is a web performance and security company that provides online services to protect and accelerate websites online. Founded in 2009, the company is headquartered in San Francisco, USA, with a team of 1001-5000 employees. The company is currently Late Stage.
Cloudflare is on a mission to help build a better Internet, operating one of the world’s largest networks that powers millions of websites. The Technical Account Manager (TAM) will provide high-level support for Cloudflare’s top Enterprise customers, ensuring smooth operations and resolving technical challenges while collaborating with various teams to enhance customer satisfaction.
Responsibilities:
• 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.
Qualifications:
Required:
• Strong customer service skills
• Leadership skills
• Problem-solving skills
• Solid understanding of Layer 3 and 4 networking
• Minimum 8 years of previous experience in a customer-facing team with technical account management responsibilities
• 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
Preferred:
• 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
• 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
Company:
Cloudflare is a web performance and security company that provides online services to protect and accelerate websites online. Founded in 2009, the company is headquartered in San Francisco, USA, with a team of 1001-5000 employees. The company is currently Late Stage.
About Cloudflare
Sourced by ZipRecruiter
Industry
Internet and it
Company size
501 - 1,000 Employees
Headquarters location
San Francisco, CA, US
Year founded
2009