Remote Manager, Technical Account Management

Summary

Join Cloudflare as we seek a leader with prior experience in Technical Account Management to lead a team of Technical Account Managers and drive the development and execution of a Global TAM strategy.

Requirements

• 5 to 8 years of technical leadership experience, preferably in SaaS or Network/General Cyber Security
• Previous experience leading a regionally distributed team connected to a 24/7 Follow-the-sun service delivery model
• Experience in scaling and operationalizing new/existing TAM offerings for large enterprise customers
• Prior experience with paid support services, including observability (Security/Network Operations Center)
• Direct experience in the hiring process, including candidate review, interviewing, and collaborative decision-making
• Strong written and oral communication skills
• Excellent problem-solving abilities
• Enthusiasm for working directly with customers
• A proven track record of building and leading world-class Technical Support teams, ideally in an infrastructure, platform, or SaaS business
• Passion for creating and promoting best support practices
• Willingness to be available during weekends and holidays as needed

Responsibilities

• Collaborate with the Head of TAM Services to develop and execute the Global TAM strategy
• Maintain a metrics-driven and solution-oriented approach to deliver a world-class service experience
• Lead, mentor, and coach team members to achieve their full potential
• Provide guidance for career development within the team
• Handle the recruitment, onboarding, and training of new team members
• Foster cross-team communication between Support, Product/Engineering, and Sales
• Promote team collaboration with other Support managers and teams
• Partner closely with Account Management Teams to ensure a seamless customer experience
• Facilitate the implementation of new processes to enhance customer support
• Cultivate and strengthen the collaborative culture within Cloudflare Support
• Address critical customer escalations and manage stakeholder expectations, providing senior management with resolution plans
• Collect and analyze support metrics to drive continuous improvements
• Ensure proactive and high-quality ticket and incident management
• Responsible for weekly reporting, including team metrics, customer trends, issues, and requests
• Contact customers proactively to ensure the highest level of service satisfaction and develop and implement a corrective action plan, to avoid potential churn

Benefits

• Health & Welfare 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