Full-Time

Senior Manager

Technical Account Management

Posted on 9/17/2024

Cloudflare

Cloudflare

1,001-5,000 employees

Provides CDN, security, and serverless solutions

Enterprise Software
Cybersecurity

Senior

United States

This is a hybrid position requiring in-office presence.

Category
Customer Success Management
Sales & Account Management
Required Skills
Data Analysis
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.

Cloudflare enhances the performance, security, and reliability of websites and applications through services like content delivery network (CDN) solutions and cybersecurity protections against threats such as DDoS attacks. They also offer serverless computing, allowing developers to run code without managing servers. Their freemium business model attracts a wide range of clients, from individual developers to large enterprises, generating revenue through subscriptions and enterprise contracts. Cloudflare aims to make the internet faster and more secure for all users.

Company Stage

IPO

Total Funding

$339.8M

Headquarters

San Francisco, California

Founded

2009

Growth & Insights
Headcount

6 month growth

10%

1 year growth

32%

2 year growth

47%
Simplify Jobs

Simplify's Take

What believers are saying

  • Cloudflare's recognition as a Fortune Future 50 company boosts its market credibility.
  • Partnerships in Africa and Mexico expand Cloudflare's global reach and service offerings.
  • Growing demand for edge computing aligns with Cloudflare's existing infrastructure capabilities.

What critics are saying

  • Emerging CDN providers offering lower-cost services threaten Cloudflare's market share.
  • Rapid evolution of cyber threats requires continuous innovation in Cloudflare's security measures.
  • Potential regulatory changes in data privacy laws could impact Cloudflare's operations.

What makes Cloudflare unique

  • Cloudflare offers a freemium model, attracting a large user base with free services.
  • Their Cloudflare Workers platform supports serverless computing, simplifying development processes.
  • Cloudflare's CDN accelerates web content delivery globally, enhancing website performance.

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Benefits

Competitive salaries

Take-what-you-need paid vacation policy

Comprehensive health plans and benefits

Paid maternity and paternity leave

Commuter and ride share options

Returnships

INACTIVE