Senior Manager

Description

We are looking for a leader with prior experience in Technical Account Management and value-added support services. The ideal candidate will lead a team of Technical Account Managers, who are responsible for managing the service delivery experience of our Premium customers. Partnering with the Head of TAM Services to drive the development and execution of a Global TAM strategy, ensuring an exceptional service experience that is metrics-driven and solution-oriented. You will be responsible for managing, mentoring, and coaching team members, while also overseeing career development planning and guidance. Additionally, you will play a pivotal role in hiring, onboarding, and training new team members. Your role will require effective cross-team communication between Support, Product/Engineering, and Sales, fostering collaboration among Support managers and teams. Furthermore, you will closely collaborate with Account Management Teams, such as Solution Consulting, Account Executives, Professional Services, and Partners, to guarantee a seamless customer experience.

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

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.