Manager – Technical Account Management @ Cloudflare

Manager – Technical Account Management

Posted on 3/14/2023

INACTIVE

Locations

Remote in USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Management

Sales

Communications

Requirements

5 to 8 years of technical leadership experience, preferably in SaaS or Network/General Cyber Security
Prior experience in leading a regionally distributed team connected to a 24/7 Follow-the-sun service delivery model
Experience in managing new and existing TAM offerings for large enterprise customers
Direct experience in the hiring process, including reviewing candidates, interviewing, and collaborative, inclusive decision making
Strong written and oral communication skills
Excellent problem solving skills
Enthusiasm for working directly with customers
A track record of building and leading world-class Technical Support teams ideally in an infrastructure, platform, or SaaS business
Experience developing and taking to market technical services offerings
Passionate about creating and fostering good support practices

Responsibilities

Partner with the Head of TAM Services on the development and execution of Global TAM strategy
Ensure a world-class service experience by remaining metrics based and solution oriented. Manage, mentor, and coach team members
Provide career development planning and guidance
Hire, onboard, and train new team members
Maintain cross-team communication between Support, Product/Engineering, and Sales
Work with other Support managers/teams to foster team collaboration
Partner closely with Account Management Teams including Solution Consulting, Account Executives, Professional Services and Partners to ensure a seamless customer experience
Facilitate the implementation of new processes to improve customer support
Promote and build upon the collaborative culture of Cloudflare Support
Active involvement and follow-up on customer escalations
Collect and analyze support metrics to drive improvements
Ensure proactive and high quality ticket and incident management
Responsible for weekly reporting to include team metrics, customer trends, issues or requests

About Us

At Cloudflare, we have our eyes set on an ambitious goal: to help build a better Internet. Today the company runs one of the world’s largest networks that powers approximately 25 million Internet properties, for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.

We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us!

Description:

Manager, Technical Account Management - (AMRS)

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.

Responsibilities:

Partner with the Head of TAM Services on the development and execution of Global TAM strategy.
Ensure a world-class service experience by remaining metrics based and solution oriented. Manage, mentor, and coach team members
Provide career development planning and guidance
Hire, onboard, and train new team members
Maintain cross-team communication between Support, Product/Engineering, and Sales
Work with other Support managers/teams to foster team collaboration
Partner closely with Account Management Teams including Solution Consulting, Account Executives, Professional Services and Partners to ensure a seamless customer experience
Facilitate the implementation of new processes to improve customer support
Promote and build upon the collaborative culture of Cloudflare Support
Active involvement and follow-up on customer escalations
Collect and analyze support metrics to drive improvements
Ensure proactive and high quality ticket and incident management.
Responsible for weekly reporting to include team metrics, customer trends, issues or requests.

Requirements:

5 to 8 years of technical leadership experience, preferably in SaaS or Network/General Cyber Security.
Prior experience in leading a regionally distributed team connected to a 24/7 Follow-the-sun service delivery model.
Experience in managing new and existing TAM offerings for large enterprise customers
Direct experience in the hiring process, including reviewing candidates, interviewing, and collaborative, inclusive decision making
Strong written and oral communication skills
Excellent problem solving skills
Enthusiasm for working directly with customers
A track record of building and leading world-class Technical Support teams ideally in an infrastructure, platform, or SaaS business
Experience developing and taking to market technical services offerings
Passionate about creating and fostering good support practices

Compensation

Compensation may be adjusted depending on work location.

For Colorado-based hires: Estimated annual salary of $156,000 - $190,000.
For New York City-based and California (excluding Bay Area) and Washington hires: Estimated annual salary of $176,000 - $215,000
For Bay Area-based hires: Estimated annual salary of $185,000 - $226,000.

[Equity

This role is eligible to participate in Cloudflare’s equity plan.

Benefits

Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.

Health & Welfare 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

Financial Benefits

Short and Long Term Disability Insurance
Life & Accident Insurance
401(k) Retirement Savings Plan
Employee Stock Participation Plan

Time Off

Flexible paid time off covering vacation and sick leave
Leave programs, including parental, pregnancy health, medical, and bereavement leave

What Makes Cloudflare Special?

We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: We equip politically and artistically important organizations and journalists with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.

Athenian Project: We created Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration.

Path Forward Partnership: Since 2016, we have partnered with Path Forward, a nonprofit organization, to create 16-week positions for mid-career professionals who want to get back to the workplace after taking time off to care for a child, parent, or loved one.

1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something you’d like to be a part of? We’d love to hear from you!

This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person’s, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at [email protected] or via mail at 101 Townsend St. San Francisco, CA 94107.

1,001-5,000 employees

Website

Web performance & security platform

Company Overview

Cloudflare's mission is to help build a better Internet. The company specializes in providing a content delivery network and DDoS mitigation services.

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

Company Core Values

Be curious to learn and grow
Communicate clearly, directly, and transparently
Do the right thing
Embrace diversity to make Cloudflare better
Get your work across the finish line
Lead with empathy and assume good intentions