Technical Success Manager

About the Department
Emerging Technologies & Incubation (ETI) is where new and bold products are built and released within Cloudflare. Rather than being constrained by the structures which make Cloudflare a massively successful business, we are able to leverage them to deliver entirely new tools and products to our customers. Cloudflare’s edge and network make it possible to solve problems at massive scale and efficiency which would be impossible for almost any other organization.
About Cloudflare Area 1
At Cloudflare Area 1, our mission is to protect people and companies from hackers.  We do this by blocking phishing attacks -- which are the #1 cause of security breaches that lead to stolen customer data and serious financial damage to large companies.  
Our cloud-based cybersecurity solution is unique in the market because it preempts attacks before employees can even click on malicious emails. Major accounts in financial services, healthcare, consumer products, and other industries rely on Area 1 to protect their companies and their customers.  
About the Role:
Cloudflare Area 1 is looking for a Technical Success Manager that is eager to help protect a portfolio of our customers from all types of Phishing attacks. This individual must have the ability to earn the respect and trust of each customer through knowledge and understanding of service delivery and how this fits into our customer’s overall environment. A successful candidate must be action oriented, capable of independently solving technical problems and able to communicate clearly and effectively to both technical and business audiences.
TSM meets regularly with the relevant customer and provides proactive recommendations that support customers’ requirements, roadmap, and ongoing technical needs, partnering with the Product Team and Account Team members.
To be successful in this role, you must possess strong customer service and leadership skills, be a self-starter, be committed to ongoing self-education, be able to collaborate across organizations and have excellent technical problem-solving skills.
 
RESPONSIBILITIES

 
You are a highly motivated self-starter who can think creatively, compassionate, strong communicator,  manage customer expectations, and troubleshoot issues if they arise
 
Collaborate with the Account Team, as well as Engineering and Product, to help ensure high customer satisfaction by providing world-class dedicated support throughout the entire life of the customer partnership.
 
Provide product and engineering teams with customer feedback to help identify Support challenges and opportunities. 
 
Have a holistic and dynamic view of customer’s environment and use of Cloudflare products, including the customer deployment topology, expert resolution for all support issues, and proactive advice for long-term improvements.
 
Create and deliver Quarterly QBR/EBR
 
Manage the deployment & implementation of Area 1 security as a service solution
 
Engage early on to facilitate any technical need 
 
Proactively anticipate customer needs and facilitate project success
 
Act as the primary representative between our customers and Area 1
 
Craft customer onboarding assets, adapt existing customer onboarding assets and work with product marketing/Product Management to refine existing and create new onboarding assets
 
Develop models for resource planning and consumption as well as key performance metrics for project/program success
 
Communicate effectively, organize and juggle priorities, solve problems and make decisions, build relationships and create successful accounts
 
Drive customer advocacy - references and case studies
 
Partner with cross-functional teams. Work with Product Management, Support, and Engineering to translate Customer business needs and product feedback into new solutions

QUALIFICATIONS

 
Minimum 3 years of system integration within Security SaaS environments
 
Have the business acumen of working with Fortune 500 companies and their leadership team 
 
Fundamental understanding of how the Internet works, e.g. the OSI Model, Application and Network security, what a proxy is and how it works. Email Security and SMTP.
 
Basic Troubleshooting skills towards identifying and Escalating to the necessary Team to drive a solution
 
Passionate about Cloudflare products, helping customers, and building strong relationships across organizations 
 
A strong technical security background
 
Strong professional and technical writing skills
 
Strong communication skills
 
Strong customer engagement background and expertise