Responsibilities
- Serve as a trusted technical advisor throughout a customer’s lifecycle.
- Leverage knowledge to ensure Enterprise customers understand and utilize the Cloudflare platform to its fullest extent.
- Help customers be successful and derive the most value possible from their Cloudflare investment.
- Understand customer requirements and issues at the molecular level.
- Identify root causes of strange problems and the most elegant and efficient solutions.
- 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.
- Seek out and implement scalable solutions for customer’s needs.
- 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 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
- 10 years of prior post-sales customer relationship management
- Deep understanding of how the internet works and the desire to expand that knowledge.
- 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.
- Ability to manage a project, work to deadlines, and prioritize between competing demands.
- Fluent in English and Russian, Ukrainian, or Hebrew.
Nice to Have
- Understanding of, or experience with, regulatory requirements such a PCI DSS, HIPAA, and SOC-2
Work Arrangement
Hybrid
Team
Structure: Customer Solutions Engineers, Customer Success Managers, Account Executives, Business Development Representatives, Solution Engineers, and Sales Operations
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.
