Manager - Technical Account Management

17 hours ago

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Cloudflare

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At Cloudflare, we have our eyes set on an ambitious goal — to help build a better Internet.

nginx • lua • go • web performance • web security

1001 - 5000

💰 $150M Series E on 2019-03

Description

• We are looking for a leader with prior experience in Technical Account Management and value-added support services. • The ideal candidate will lead a team of Technical Account Managers, who are responsible for managing the service delivery experience of our Premium customers. • Partnering with the Head of TAM Services to drive the development and execution of a Global TAM strategy, ensuring an exceptional service experience that is metrics-driven and solution-oriented. • You will be responsible for managing, mentoring, and coaching team members, while also overseeing career development planning and guidance. • Additionally, you will play a pivotal role in hiring, onboarding, and training new team members. • Your role will require effective cross-team communication between Support, Product/Engineering, and Sales, fostering collaboration among Support managers and teams. • Furthermore, you will closely collaborate with Account Management Teams, such as Solution Consulting, Account Executives, Professional Services, and Partners, to guarantee a seamless customer experience.

Requirements

• 5 to 8 years of technical leadership experience, preferably in SaaS or Network/General Cyber Security. • Previous experience leading a regionally distributed team connected to a 24/7 Follow-the-sun service delivery model. • Experience in scaling and operationalizing new/existing TAM offerings for large enterprise customers. • Prior experience with paid support services, including observability (Security/Network Operations Center). • Direct experience in the hiring process, including candidate review, interviewing, and collaborative decision-making. • Strong written and oral communication skills. • Excellent problem-solving abilities. • Enthusiasm for working directly with customers. • A proven track record of building and leading world-class Technical Support teams, ideally in an infrastructure, platform, or SaaS business. • Passion for creating and promoting best support practices. • Willingness to be available during weekends and holidays as needed.

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