Responsibilities
- You are a product expert and will leverage your knowledge to ensure our Enterprise customers understand and utilise the Cloudflare platform to its fullest extent.
- Your goal is to help customers be successful and derive the most value possible from their Cloudflare investment.
- You will strive to understand customer requirements and issues at the molecular level.
- You will work closely with the Customer Success Manager (CSM) as well as every other team at Cloudflare, from Sales and Product to Engineering and Customer Support.
- Customer success will drive you through the entire organization as you seek out and implement scalable solutions for your customer’s needs.
- As a critical member of the Account Team you will serve as a trusted technical advisor, help expand existing business, and ensure the success of our customers:
- You will be part of a regional team and will work closely with CSMs supporting the regional book of business.
- From a technical perspective, as part of the account team, your primary responsibilities will be to deliver a timely and organised 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
- Fluency in English and Mandarin
- 3+ years of prior post-sales customer relationship management.
- Deep understanding of how the internet works and the desire to expand that knowledge.
- Understanding of: 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.
- Ability to manage a project, work to deadlines, and prioritise between competing demands.
Nice to Have
- Proficiency in Cantonese
- Understanding of, or experience with, regulatory requirements such a PCI DSS, HIPAA, and SOC-2.
Work Arrangement
Hybrid
Team
Structure: You will be part of a regional team and will work closely with CSMs supporting the regional book of business.
Additional Information
- Fluency in English and Mandarin is required. Proficiency in Cantonese is considered an advantage.
- 20-50% travel to attend meetings with customers, attend conferences, and other industry events, and to collaborate with your Cloudflare teammates.
- This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.
- Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer. Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.
