Responsibilities
- Ensuring the success of Cloudflare’s customers and managing all of their post-sale experiences.
- Bringing strong relationship-building experience, product knowledge, project management and organizational skills, as well as a high degree of empathy to ensure the customer’s satisfaction with Cloudflare’s services.
- Maintaining a deep understanding of our solutions and presenting to customers about the most relevant features/functionality for their specific business needs.
- Being ultimately responsible for the retention and growth of your book of business; this is driven through demonstrating the value the products and services provide to the customer’s business via quarterly reviews and understanding what next and at what time based upon your customers needs and goals.
- Being a Trusted Advisor to your customers
- Working 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
- Developing and maintaining long-term relationships with stakeholders in your account portfolio
- Working cross-functionally with Product, Engineering, Systems Reliability Engineering, Marketing and other teams to resolve customer business issues and work towards their stated goals
- Managing customer feedback and product needs by providing feature requests to internal partner teams
- Demonstrating how your customer engagement directly impacts their growth and adoption of Cloudflare Solutions and Services
Requirements
- Bachelor's degree and / or other professional qualification
- 3+ years of experience in a Customer Success/Account Management role
- Understanding of SAAS / SASE / Cloud Applications landscape
- Experience in cloud security and/or performance industries
- Experience with project management, account portfolio planning, Cloud implementation and prioritization
- Ability to prioritize, multi-task, and perform effectively under pressure
- Strong interpersonal communication skills (verbal, written and video call) as well as organizational skills
- Track record of successful planning and execution of Executive Business Reviews
- Commercial acumen and awareness to drive successful outcomes
Nice to Have
- Strong understanding of or willing to learn about computer networking and “how the internet works” with network security a plus
- Experience in cloud security and/or performance industries
- Experience with project management, account portfolio planning, Cloud implementation and prioritization
Additional Information
- Expected up to 50% travel for customer visits.
