Technical Account Manager

The Technical Account Manager (TAM) will own the post-contract end-to-end support experience for Cloudflare's most strategic customers, to unblock post-go-live technical support challenges. They are a dedicated technical primary point of contact for our top-tier Premium customers. TAM's responsibilities are to manage and monitor support interactions, serve as an internal advocate for customers, respond to customer escalations, and proactively escalate issues as needed. TAMs meet regularly with the relevant customer and provide proactive recommendations that support customers' requirements, roadmap, and ongoing technical needs, partnering with the Customer Success and Account Team members.,

• Serve as primary technical support contact.


• 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 Support Reviews including SLA adherence, top ticket drivers, ticket deep dives, and incident reviews.


• Ability to travel up to 25% of the time.


• Ability to work one weekend every quarter.


• Proactively engage with the account team during strategic deal closure and throughout the lifecycle of the customer.


• Point of escalation during business hours, and backup point of escalation for Cloudflare TAMs in other regions during their off hours.


• Understand client sentiment, own internal and customer facing escalations, and provide product support.


• Ensure support tickets solved in a timely manner.


• Maintain and expand working technical knowledge of Cloudflare products.


• Single threaded owner of technical support issues, working with backend teams as needed.


• Work with global TAM's to ensure coverage on critical issues.


• Ensure rapid Incident response.


• Assist with preparing and communicating CSRs and formal documentation for incidents and major issues.


What Makes Cloudflare Special?

We're not just a highly ambitious, large-scale technology company. We're a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: We equip politically and artistically important organizations and journalists with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare's enterprise customers-at no cost.

Athenian Project: We created Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration.

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.

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world's largest networks that powers millions of websites and other 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.

We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us!