Responsibilities
- Serve as a trusted technical advisor, help expand existing business, and ensure the success of our customers
- Be part of a regional team and work closely with CSMs supporting the regional book of business
- From a technical perspective, as part of the account team and your primary responsibilities, deliver a timely and organized onboarding for customers, ensure customers see the full value in Cloudflare's products, and advise on technical best practices
- Ensure customer retention and expansion through relationship building and participation in periodic account reviews to contribute your expertise on technical topics
- Provide customers with clear proactive technical guidance and expertise across all our products
- 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 towards the success of the CSE organization through knowledge-sharing activities such as contributing to internal and external documentation, answering technical Q&A, and helping iterate on best practices
Requirements
- 5+ 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 and the applications of both
- Security aspects of an internet property, such as Firewalls, WAFs, Bot Management, Rate Limiting, (M)TLS, Zero Trust
- Performance aspects of an internet property, such as Speed, Latency, Caching, Video Streaming, HTTP/2, TLSv1.3
- Enjoying the adventure of troubleshooting and solving technical problems
- Understanding why Cloudflare plays an increasingly important role on today’s internet
- 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: Cloudflare is at the cutting edge of internet technology, and our CSEs are viewed as subject-matter experts. It’s incumbent on us to stay up to date not only with Cloudflare’s specific products, but with industry trends.
- Ability to manage a project, work to deadlines, and prioritize between competing demands
Nice to Have
- Understanding of, or experience with, regulatory requirements such a PCI DSS, HIPAA, and SOC-2
Work Arrangement
Hybrid
Team
Structure: Account Team, Customer Success Manager, Sales, Product, Engineering, Customer Support
Additional Information
- The role requires 20-50% travel to attend meetings with customers, attend conferences, and other industry events, and to collaborate with your Cloudflare teammates
