Technical Account Manager, Cloudflare
$127-183k
+ Equity. Salary dependent on location
Web performance and security platform
Job no longer available
Web performance and security platform
1001+ employees
Job no longer available
$127-183k
+ Equity. Salary dependent on location
1001+ employees
Company mission
Cloudflare's mission is to help build a better Internet that is bold and ambitious.
Role
Who you are
- 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
- 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
What the job involves
- The Customer Support Team solves complicated problems and answers technical inquiries via phone, email, chat, and social media
- Whether it is a WordPress blogger using our services for free or a global Enterprise business with petabytes of web traffic, our team is always eager to assist
- At Cloudflare, Technical Account Managers (TAMs) are part of our Global Customer Support organization and work directly with customers to ensure a consistent and high level of support
- We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - to help build a better service and future product development
- 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
- They are a dedicated technical primary point of contact for our top-tier Enterprise customers
- TAM’s responsibilities are to manage and monitor support interactions, serve as an internal advocate for customers, respond to customer escalations, and proactively escalate issues as needed
- TAMs meet regularly with their respective customer(s) and provide proactive recommendations that support customers’ requirements, roadmap, and ongoing technical needs, partnering with the Customer Success and Account Team members
- As a TAM aligned with Cloudflare’s Network Services products and with a working understanding of Layer 3 and 4 functionality, you’ll closely engage with customers who integrate these solutions into their Cloudflare configuration, addressing their primary support needs
- 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
Our take
Cloudflare is a multi-service global network that provides web security and infrastructure, DDoS mitigation services, and a content delivery network. Founded in 2009, Cloudflare has risen to become an industry giant, with around 25 million global internet properties on its network.
Cloudflare has been responsible for a number of admirable initiatives, offering free web protection to human rights groups, journalists, artists, and US election websites. This goes some way to counteracting the flak Cloudflare has received in some circles for the controversial groups and users who use its services. This chequered history, however, has not affected its over 80% market share in the content delivery network field.
This is perhaps in part because it has proven sharp at staying abreast of the rapidly morphing tech and digital space and customer demands. For example, Cloudflare is shifting to 100% renewable energy usage to create a zero-emissions internet, and in 2020 released a feature that would help users navigate data privacy regulations by selecting where their data is stored.
The cloud infrastructure market reached $53 billion in 2022. While the Big 3 (Amazon, Microsoft, and Google) own 65% of the market, that still leaves billions of dollars left for companies such as Cloudflare. Its ambitious and successful work is likely to continue being a crucial feature of the web, but in 2023, placed it in the crosshairs of hackers looking to exploit its infrastructure. The beginning of 2024 saw Cloudflare vow to bolster its security and patch vulnerabilities.
Steph
Company Specialist
Insights
Few candidates hear
back within 2 weeks
16% employee growth in 12 months
Company
Company benefits
- Minimum 8 weeks of paid parental leave
- Equal opportunity employer
- Unlimited paid time off policy
- Work from home opportunities
- Medical, Dental & Vision Insurance
- Life Insurance, Disability Insurance
- 401(k) plans
- Family planning and fertility program
- Gym discounts
- Commuter Benefits Program
Company values
- Principled - We create our products and features with a global mindset and democratize important and innovative technologies that drive adoption of the latest standards
- Curious - Our team is made up of pioneering innovators that approach new challenges with interest and a desire to learn
- Transparent - We hold ourselves accountable when we make mistakes—and we do everything we can to learn from them
Company HQ
China Basin, San Francisco, CA
Articles
Founders
Lee Holloway
(Lead Engineer)Lee started their career as an Engineer at Homewarehouse for a year before working at Unspam Technologies for 4 years. They co-created Project Honey Pot in 2004 and Cloudflare in March 2009, serving as Lead Engineer of both to present.
Michelle Zatlyn
(President & COO)Having worked for Investor Economics and I Love Rewards for a combined 4 years, Michelle worked at Toshiba for 3 years as a Product Manager. She then co-founded Cloudflare in 2009 as COO, and has served as President since 2020. She is also a Board Member at Atlassian.
Matthew Prince
(CEO)Matthew studied for an MBA at Harvard Business School before co-founding Unspam Technologies in December 2001, and Cloudflare as CEO in March 2009.
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