Manager – Technical Account Management
Posted on 3/14/2023
Remote in USA
Experience Level
Desired Skills
  • 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
  • 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

1,001-5,000 employees

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.
  • 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