About the Role
Role details below.
Responsibilities
- Serve as a trusted technical advisor, help expand existing business, and ensure the success of customers
- Be part of a regional team and work closely with CSMs supporting the regional book of business
- Deliver a timely and organized onboarding for customers
- Ensure customers see the full value in Cloudflare's products
- Advise on technical best practices
- Ensure customer retention and expansion through relationship building and participation in periodic account reviews to contribute expertise on technical topics
- Provide customers with clear proactive technical guidance and expertise across all Cloudflare 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 to 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, including: Layers and protocols of the OSI model, such as TCP/IP, TLS, DNS, HTTP
- Understanding of reverse and forward proxies and the applications of both
- Knowledge of security aspects of an internet property, such as Firewalls, WAFs, Bot Management, Rate Limiting, (M)TLS, Zero Trust
- Knowledge of 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: staying up to date with Cloudflare’s specific products and industry trends
- Ability to manage a project, work to deadlines, and prioritize between competing demands
- Fluent in English and French
Nice to Have
- Proficiency in a third language (Spanish or Italian)
- Understanding of, or experience with, regulatory requirements such as PCI DSS, HIPAA,
Work Arrangement
On-site
