Cloudflare is hiring a
Technical Account Manager

Summary

Join Cloudflare's Customer Support Team as a Technical Account Manager (TAM) and play a critical role in ensuring the success of our top-tier Enterprise customers. As a TAM, you will be responsible for managing and monitoring support interactions, serving as an internal advocate for customers, responding to customer escalations, and proactively escalating issues as needed. You will work closely with customers who use Cloudflare's Zero Trust products, addressing their primary support needs.

Responsibilities

• Serve as primary technical support contact, including for all break/fix scenarios
• Document and maintain technical profiles for customers to ensure a globally consistent and smooth support experience
• 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