Technical Account Manager

<div class="content-intro"><div><strong>About Us</strong></div> <div> <p>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. </p> <p><span style="font-weight: 400;">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! </span></p> </div></div><h3>Job Location: Austin, TX | Denver, CO | Seattle, WA</h3> <h3>About the department</h3> <p>The Customer Success Team resolves complex issues and answers technical inquiries across various channels, supporting users from individual bloggers to global enterprises. At Cloudflare, Technical Account Managers (TAMs) provide high-level support, ensuring a seamless customer experience. As the eyes and ears of the company, TAMs relay customer feedback to drive service improvements and future product development.</p> <h3>What you'll do</h3> <p data-start="58" data-end="517">The Technical Account Manager (TAM) owns the post-contract support experience for Cloudflare’s top Enterprise customers, ensuring smooth operations and resolving technical challenges. As the primary technical contact, the TAM manages support interactions, escalations, and proactively advocates for customer needs. Collaborating with Customer Success and Account teams, they provide recommendations aligned with customer roadmaps and technical requirements.</p> <p data-start="519" data-end="818">Success in this role requires strong customer service, leadership, and problem-solving skills, along with a solid understanding of Layer 3 and 4 networking. TAMs specializing in Network Services work closely with customers to optimize their Cloudflare configurations and address key support needs.</p> <h3><strong>Responsibilities</strong></h3> <ul> <li>Serve as primary technical support contact.</li> <li>Maintain a cooperative relationship with all cross-functional resources, such as product, engineering, and customer account teams comprising Account Executives, Customer Success, Professional Services, and Partners throughout every sales phase.</li> <li>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.</li> <li>Provide product and engineering teams with customer feedback to help identify Support challenges and opportunities. </li> <li>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.</li> <li>Create and deliver Quarterly Support Reviews including SLA adherence, top ticket drivers, ticket deep dives, and incident reviews.</li> <li>Ability to travel up to 25% of the time. </li> <li><strong>Ability to work one weekend every quarter. </strong></li> <li>Proactively engage with the account team during strategic d ... (truncated, view full listing at source)