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Cloudflare

Secures websites and runs apps on its network

Technical Account Manager

Implementation & Technical Account ManagementPosted on Nov 10
Full-timeLondon, UKNo salary listedHybrid

About the Job

Requirements

  • A minimum of 8 years of experience in a customer-facing team with technical account management responsibilities.
  • A solid understanding of Layer 3 and Layer 4 networking.
  • Ability to travel up to 25% of the time.
  • Ability to work one weekend every quarter.

Responsibilities

  • Serve as the primary technical support contact.
  • Maintain cooperative relationships with cross-functional resources, including product, engineering, and customer account teams comprising Account Executives, Customer Success, Professional Services, and Partners, throughout every sales phase.
  • Collaborate with the Account Team, Engineering, and Product to ensure high customer satisfaction by providing dedicated support throughout the customer partnership.
  • Provide product and engineering teams with customer feedback to identify Support challenges and opportunities.
  • Maintain a holistic and dynamic view of each customer’s environment and use of Cloudflare products, including deployment topology; resolve support issues and proactively advise on long-term improvements.
  • Create and deliver Quarterly Support Reviews covering SLA adherence, top ticket drivers, ticket deep dives, and incident reviews.
  • Engage proactively with the account team during strategic deal closure and throughout the customer lifecycle.
  • Act as a point of escalation during business hours and as a backup escalation point for Cloudflare TAMs in other regions during their off hours.
  • Understand client sentiment, own internal and customer-facing escalations, and provide product support.
  • Ensure support tickets are solved in a timely manner.
  • Maintain and expand working technical knowledge of Cloudflare products.
  • Own technical support issues end-to-end and work with backend teams as needed.
  • Work with global TAMs to ensure coverage on critical issues.
  • Ensure rapid incident response.
  • Assist with preparing and communicating CSRs and formal documentation for incidents and major issues.

Desired Qualifications

  • Understanding of networking and routing protocols, including BGP, OSPF, IPSec, and GRE.
  • Experience with security products and technologies, such as firewalls, IPS, and DDoS.
  • Experience in system integration, multi-vendor environments, and data center deployments.
  • Basic troubleshooting skills using tools such as traceroute, Wireshark, dig, and cURL to identify issues and escalate them to the necessary teams for resolution.
  • Business acumen working with Fortune 500 companies and their leadership teams.
  • Fundamental understanding of how the Internet works, including the OSI Model, application and network security, and what a proxy is and how it works.
  • Passion for Cloudflare products, helping customers, and building strong relationships across organizations.

About the Company

Cloudflare

Secures websites and runs apps on its network

Cloudflare operates a network that protects websites, delivers online content and runs applications closer to their users. Businesses connect websites and internal systems to its services to filter malicious traffic, control access and improve performance, with security and computing running on shared infrastructure. Developers combine application code, object storage and databases with the network used for content delivery and traffic protection. Cloudflare earns revenue from subscriptions and usage charges, with free plans for basic features and negotiated contracts for larger organizations. Cloudflare was founded in 2009 and is headquartered in San Francisco, California.

Company size
1,001-5,000
Company stage
IPO
Headquarters
San Francisco, CA
Founded
2009

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