Technical Account Manager responsible for managing client portfolios within Managed IT Services. Aligning technology with business goals and ensuring high levels of client satisfaction.
About the role
- Technical Account Manager ensuring post-contract support for Cloudflare's top Enterprise customers. Managing technical challenges while collaborating with various teams for optimal service delivery.
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.
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
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