Support customers as a technical account manager at a growing benefits platform company, managing accounts, resolving technical issues, and ensuring a positive user experience.
About the role
- Technical Account Manager ensuring post-contract support for Cloudflare's top Enterprise customers. Managing technical challenges while collaborating with various teams for optimal service delivery.
Responsibilities
- Serve as primary technical support contact.
- Maintain a cooperative relationship with all cross-functional resources, such as product, engineering, and customer account teams comprising Account Executives, Customer Success, Professional Services, and Partners throughout every sales phase.
- Collaborate with the Account Team, as well as Engineering and Product, to help ensure high customer satisfaction by providing world-class dedicated support throughout the entire life of the customer partnership.
- Provide product and engineering teams with customer feedback to help identify Support challenges and opportunities.
- Have a holistic and dynamic view of customer’s environment and use of Cloudflare products, including the customer deployment topology, expert resolution for all support issues, and proactive advice for long-term improvements.
- Create and deliver Quarterly Support Reviews including SLA adherence, top ticket drivers, ticket deep dives, and incident reviews.
- Ability to travel up to 25% of the time.
- Ability to work one weekend every quarter.
- Proactively engage with the account team during strategic deal closure and throughout the lifecycle of the customer.
- Point of escalation during business hours, and backup point of escalation 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.
- Single threaded owner of technical support issues, working with backend teams as needed.
- Work with global TAM’s to ensure coverage on critical issues.
- Ensure rapid Incident response.
- Assist with preparing and communicating CSRs and formal documentation for incidents and major issues.
Requirements
- Understanding of networking and routing protocols (BGP, OSPF, IPSec, GRE, etc).
- Experience in security products and technologies (e.g Firewall, IPS, DDoS).
- Experience in system integration and multi-vendor environments & data center deployments.
- Basic troubleshooting skills (e.g. traceroute, WireShark, dig, cURL, etc.) towards identifying and escalating to the necessary teams to drive towards a solution.
- Minimum 8 years of previous experience in a customer-facing team with technical account management responsibilities.
- Have the business acumen of working with Fortune 500 companies and their leadership team.
- Fundamental understanding of how the Internet works, e.g. the OSI Model, Application and Network security, what a proxy is and how it works.
- Passionate about Cloudflare products, helping customers, and building strong relationships across organizations.
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
- Short and Long Term Disability Insurance
- Life & Accident Insurance
- 401(k) Retirement Savings Plan
- Employee Stock Participation Plan
- Flexible paid time off covering vacation and sick leave
- Leave programs, including parental, pregnancy health, medical, and bereavement leave
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Technical Account Manager managing AWS cloud services and IT infrastructure. Collaborating with customers to enhance technology decisions and ensuring service delivery standards.
Junior Technical Account Manager supporting customers on the Bridger Insight due - diligence platform for AML compliance. Focused on technical support, relationship management, and collaboration with internal teams.
Technical Account Manager responsible for strategic IT relationships within Public Sector. Engaging with clients on technology discussions and ensuring compliance with governance, security, and operational standards.
As a Technical Customer Advisor, provide support for cloud telecommunications and IT Security services in a renowned IT sales company. Engage with customers through technical inquiries and foster relationships.
Solutions Account Manager managing and growing institutional customer portfolios in enterprise SaaS. Collaborating with internal teams to ensure long - term value from solutions across Europe.
Technical Account Manager responsible for sales process and client engagement in fintech industry. Collaborating with Product, Technology, and Client Engagement teams to drive sales success.
Technical Account Manager combining engineering expertise with customer relationships in AI and product design. Help clients leverage neural concept technology for business transformation.
Technical Account Manager managing enterprise customer success in engineering software. Own project deliveries while driving customer adoption and translating capabilities in workflows.
Technical Services Manager responsible for water treatment solutions at Rochester Midland Corporation. Providing technical oversight and supporting training initiatives in the Greater Toronto Area.