Senior Technical Account Manager

3 hours ago

Sydney, New South Wales, Australia CloudFlare Full time
About the Role

We are seeking a highly skilled Technical Account Manager to join our Global Customer Support organization at Cloudflare. As a Technical Account Manager, you will be the primary point of contact for our top-tier Enterprise customers, providing world-class dedicated support throughout the entire life of the customer partnership.

Responsibilities
  • Manage and monitor support interactions, serving as an internal advocate for customers and responding to customer escalations.
  • Proactively escalate issues as needed and meet regularly with customers to provide proactive recommendations that support their requirements, roadmap, and ongoing technical needs.
  • Collaborate with the Account Team, Engineering, and Product to ensure high customer satisfaction and provide product and engineering teams with customer feedback to help identify Support challenges and opportunities.
  • Have a holistic and dynamic view of customers' environments and use of Cloudflare products, including 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.
Requirements
  • Minimum 8 years of previous experience in a customer-facing team with technical account management responsibilities.
  • Strong customer service and leadership skills, with the ability to collaborate across organizations and have excellent technical problem-solving skills.
  • Fundamental understanding of how the Internet works, including the OSI Model, Application and Network security, and what a proxy is and how it works.
  • Passionate about Cloudflare products, helping customers, and building strong relationships across organizations.
About Cloudflare

Cloudflare is a highly ambitious, large-scale technology company with a soul. We are committed to protecting the free and open Internet and are proud to be an equal opportunity employer. We are an AA/Veterans/Disabled Employer and provide reasonable accommodations to qualified individuals with disabilities.

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