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Full-Time

Senior Manager

Technical Account Management

Confirmed live in the last 24 hours

Cloudflare

Cloudflare

1,001-5,000 employees

Provides CDN, security, and serverless solutions

Cybersecurity
Enterprise Software

Senior

United States

This is a hybrid position requiring in-office presence.

Category
IT Project Management
IT Support
IT & Security
Required Skills
Communications
Management
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. Using a freemium model, Cloudflare attracts users with free basic services and charges for premium features, serving a diverse clientele from individual developers to large enterprises. Their goal is to provide essential tools that meet the growing demand for faster and more secure internet services.

Company Stage

Series E

Total Funding

$354.3M

Headquarters

San Francisco, California

Founded

2009

Growth & Insights
Headcount

6 month growth

9%

1 year growth

20%

2 year growth

43%
Simplify Jobs

Simplify's Take

What believers are saying

  • Cloudflare's continuous innovation, such as the new no-code feature to block AI bots, demonstrates their commitment to addressing emerging threats and market needs.
  • The company's extensive and diverse client base provides a stable revenue stream and opportunities for upselling premium services.
  • Cloudflare's leadership in cybersecurity and web performance positions it well to capitalize on the growing demand for secure and fast internet services.

What critics are saying

  • The increasing frequency of DDoS attacks could strain Cloudflare's resources and impact service reliability.
  • Relying on a freemium model may limit revenue growth if users do not convert to paid plans.

What makes Cloudflare unique

  • Cloudflare's freemium model attracts a broad user base, from individual developers to large enterprises, unlike competitors who may focus solely on enterprise clients.
  • Their innovative tools like Cloudflare Workers and Pages enable developers to build and deploy applications directly on their network, providing a unique edge in the developer community.
  • Cloudflare's strong emphasis on cybersecurity, including DDoS protection and new features to block AI bots, sets them apart in the internet infrastructure market.

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