At Cloudflare, we have our eyes set on an ambitious goal: to help build a better Internet. Today the company runs one of the world’s largest networks that powers approximately 25 million Internet properties, for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.
You will be responsible for ensuring the success of Cloudflare’s largest Enterprise customers and managing all of their post-sale experiences. You will bring 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.
You will maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs. You are ultimately responsible for the retention 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.
Additional responsibilities will include:
Manage the customer life cycle including contract renewal
Work with your account teams to plan and execute long term account plans to facilitate retention and growth via product and new business unit expansion
Develop and maintain long-term relationships with stakeholders in your account portfolio.
Work cross-functionally with Product, Engineering, SRE, Marketing and other teams to resolve customer business issues and work towards their stated goals.
Manage customer feedback and product needs by providing feature requests to internal partner teams.
< 25% travel
Examples of desirable skills, knowledge and experience
Bachelor's degree required. Masters is a plus.
4+ years of experience in a Customer Success/Account Management role [servicing enterprise accounts].
Strong understanding of computer networking and “how the internet works.”
Experience in cloud security and/or performance industries.
Experience with project management, account portfolio planning and prioritization.
Ability to prioritize, multi-task, and perform effectively under pressure.
Strong phone and interpersonal communication skills (verbal and written) as well as organizational skills.
Track record of successful planning and execution of Executive Business Reviews.
Understanding of application, server, and network security a plus.