Responsibilities
- Manage customer engagement across the entire customer lifecycle, from onboarding through renewal.
- Be a Trusted Advisor to your customers by helping them adopt the Cloudflare products and services to meet their needs and make them successful
- Work with your account teams to plan and execute long term Success Plans with our largest customers to facilitate retention and growth via product and new business unit expansion.
- Maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs.
- Own or be an active participant in several customer touch points including: Business Value Justification meetings, Business Reviews, and Renewal Meetings, with a track record of successful planning and execution of Executive Business Reviews.
- Demonstrate how your customer engagement directly impacts revenue growth and adoption of Cloudflare solutions and services.
- You are ultimately responsible for the retention and growth of your book of business.
- You will own and drive the renewal including maintaining and reporting an accurate weekly forecast.
- Negotiate and execute renewal contracts in accordance with customer objectives.
- You will be an expert in deal construction and pricing strategy.
- You will directly be designing renewals to create a win-win for customers and Cloudflare.
- Analyze data and leverage tools to identify selling opportunities and business value.
- Drive strong alignment with the Sales team, contributing to team forecasting, planning, and targets.
- Develop and maintain long-term relationships with stakeholders in your account portfolio.
- Work cross-functionally with Product, Engineering, Support, Marketing and other teams to resolve customer business issues and work towards each customer’s stated goals.
- Manage customer feedback and product needs by providing feature requests to internal partner teams.
- Able to prioritize effectively to handle multiple deals at the same time.
- Generative AI: Mastery of LLMs to rapidly draft renewal communications, synthesize quarterly review data, and prepare executive summaries.
- Data Analysis: Proficiency in leveraging AI analytics tools to parse customer usage metrics and instantly highlight up-sell or cross-sell opportunities.
- Workflow Automation: Ability to build automations to synchronize CRM data, update weekly forecasts, and trigger lifecycle alerts.
- AI Problem Solving: The instinct to view AI as a partner in solving tough problems to keep the Internet moving forward.
Requirements
- Minimum of 3 years of experience in a Customer Success/Account Management role or Inside or Field sales
- Fluency in Russian
- Bachelor's degree and/or other professional qualifications
- Direct experience in commercial sales, negotiation, and deal closure
- Strong understanding of or willingness to learn about computer networking and “how the internet works”
- Manage and prioritize competing portfolio demands, aligning internal resources with the highest-impact commercial and retention goals
- Expertise in SaaS retention and sales process and excellent knowledge of value driven sales
- Excellent problem solving skills with the ability to creatively achieve resolutions
Nice to Have
- 2+ years of industry experience, with experience in cloud security and/or performance industries preferred
- network security a plus
Benefits
- Equity This role is eligible to participate in Cloudflare’s equity plan
- Project Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost
- Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states
- 1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers
- Cloudflare provides reasonable accommodations to qualified individuals with disabilities
Work Arrangement
Remote (City/Region) — Lisbon, Portugal
Additional Information
- Fluency in Russian
- This position may require access to information protected under U.S. export control laws
