Lead Technical Account Manager at Ben, enhancing customer outcomes through enterprise technical account management. Driving team performance and bridging client needs with product development in B2B SaaS.
About the role
- Own the post-contract support experience for Cloudflare’s top Enterprise customers as the primary technical contact
- Manage support interactions, escalations, and proactively advocate for customer needs
- Collaborate with Customer Success, Account, Engineering, and Product teams to ensure high customer satisfaction
- Provide recommendations aligned with customer roadmaps and technical requirements
- Relay customer feedback to product and engineering to identify support challenges and opportunities
- Maintain holistic view of customer deployment topology and Cloudflare product usage
- Create and deliver Quarterly Support Reviews including SLA adherence, top ticket drivers, ticket deep dives, and incident reviews
- Act as point of escalation during business hours and backup for other regions during off hours
- Ensure support tickets are solved in a timely manner and ensure rapid incident response
- Single-threaded owner of technical support issues and assist with preparing CSRs and formal incident documentation
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)
- Minimum 8 years of previous experience in a customer-facing team with technical account management responsibilities
- Business acumen of working with Fortune 500 companies and their leadership team
- Fundamental understanding of how the Internet works (OSI Model, Application and Network security, proxies)
- Ability to travel up to 25% of the time
- Ability to work one weekend every quarter
- Passionate about Cloudflare products 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
- Eligible to participate in Cloudflare’s equity 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
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Degree requirement
No Education Requirement
Location requirements
Senior Technical Account Manager at Ben, a benefits platform enhancing employee support through technology. Manage strategic accounts and tackle complex technical challenges while driving product improvements.
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