Serve as a trusted technical advisor throughout a customer’s lifecycle as part of the Named Customer Success team
Deliver a timely and organized onboarding for customers and ensure customers see the full value in Cloudflare's products
Advise on technical best practices via 1:many events and limited 1:1 engagements
Create and deliver technical customer workshops and related content
Provide customers with clear proactive technical guidance and expertise across main and secondary specializations
Collaborate with Customer Support, Engineering, and other teams to assist with technical escalations
Proactively identify opportunities for expansion for existing customers
Promote retention by capturing and communicating gaps in product or features
Contribute to the success of the CSE organization through knowledge-sharing, documentation, answering technical Q&A, and iterating on best practices
Work closely with Customer Success Managers, Sales, Product, Engineering, and Customer Support
Requirements
3+ years of prior post-sales customer relationship management
Deep understanding of how the internet works and the desire to expand that knowledge (for example: Layers and protocols of the OSI model, such as TCP/IP, TLS, DNS, HTTP; Reverse and forward proxies; Security aspects such as Firewalls, WAFs, Bot Management, Rate Limiting, (M)TLS, Zero Trust; Performance aspects such as Speed, Latency, Caching, HTTP/2, TLSv1.3)
Enjoying the adventure of troubleshooting and solving technical problems
Natural curiosity and desire to identify root causes of strange problems and the most elegant and efficient solutions
Ability to proactively identify and solve problems then build sustainable solutions to prevent recurrence
Demonstrated experience with a scripting language (e.g. Python, JavaScript, Bash) and a desire to expand those skills
Technical curiosity and passion; stay up to date with Cloudflare products and industry trends
Ability to manage a project, work to deadlines, and prioritize between competing demands
Bonus: Understanding of, or experience with, regulatory requirements such a PCI DSS, HIPAA, and SOC-2
May require authorization to receive software or technology controlled under U.S. export laws without sponsorship for an export license (offer may be conditioned on authorization)
Benefits
This role is eligible to participate in Cloudflare’s equity plan.
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
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