Applied R&D Engineer
Nokia
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Technical Account Manager, Network Services
Cloudflare
full-time
Posted on:
Location Type: Hybrid
Location: Seattle • District of Columbia, New York, Texas, Washington • 🇺🇸 United States
Visit company websiteJob Level
SeniorLead
About the role
- The Technical Account Manager will own the post-contract end-to-end support experience for Cloudflare’s most strategic customers, to unblock post-go-live technical support challenges. They are a dedicated technical primary point of contact for our top-tier Enterprise customers. TAM’s responsibilities are to manage and monitor support interactions, serve as an internal advocate for customers, respond to customer escalations, and proactively escalate issues as needed. TAMs meet regularly with their respective customer(s) and provide proactive recommendations that support customers’ requirements, roadmap, and ongoing technical needs, partnering with the Customer Success and Account Team members.
- 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
- Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.
- Health & Welfare 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
- Financial Benefits:
- Short and Long Term Disability Insurance
- Life & Accident Insurance
- 401(k) Retirement Savings Plan
- Employee Stock Participation Plan
- Time Off:
- Flexible paid time off covering vacation and sick leave
- Leave programs, including parental, pregnancy health, medical, and bereavement leave
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
networking protocolsrouting protocolsBGPOSPFIPSecGREsecurity productstroubleshooting skillsWireSharkdata center deployments
Soft skills
customer-facingbusiness acumenrelationship buildingadvocacyproblem-solvingcommunicationcollaborationproactive engagementescalation managementcustomer satisfaction
