Senior Technical Account Manager, Korea

Cloudflare - San Francisco, CA

Full-time - Senior

San Francisco, CA

501-1,000 employees

Professional, Scientific, and Technical Services

About the position

The Senior Technical Account Manager (TAM) at Cloudflare is responsible for managing the post-contract support experience for the company's most strategic customers. This role serves as the primary technical contact for top-tier Enterprise clients, ensuring they receive high-quality support and guidance throughout their partnership with Cloudflare. The TAM will proactively address technical challenges, facilitate communication between customers and internal teams, and provide insights to enhance customer satisfaction and product development.

Responsibilities

• Serve as primary technical support contact for top-tier Enterprise customers.
• Maintain cooperative relationships with cross-functional resources, including product, engineering, and customer account teams.
• Collaborate with the Account Team and Engineering to ensure high customer satisfaction.
• Provide product and engineering teams with customer feedback to identify support challenges and opportunities.
• Create and deliver Quarterly Support Reviews, including SLA adherence and incident reviews.
• Engage proactively with the account team during strategic deal closures and throughout the customer lifecycle.
• Act as a point of escalation during business hours and provide backup support for other regions.
• Understand client sentiment and manage internal and customer-facing escalations.
• Ensure timely resolution of support tickets.
• Expand technical knowledge of Cloudflare products and maintain a holistic view of customer environments.

Requirements

• Minimum 8 years of experience in a customer-facing role with technical account management responsibilities.
• Strong understanding of networking and routing protocols (BGP, OSPF, IPSec, GRE, etc.).
• Experience with security products and technologies (e.g., Firewall, IPS, DDoS).
• Basic troubleshooting skills (e.g., traceroute, WireShark, dig, cURL).
• Business acumen in working with Fortune 500 companies and their leadership teams.
• Fundamental understanding of the OSI Model, Application and Network security, and proxy functionality.

Nice-to-haves

• Experience in system integration and multi-vendor environments.
• Passion for Cloudflare products and building strong relationships across organizations.

Benefits

• Competitive salary and performance bonuses.
• Health, dental, and vision insurance.
• 401(k) plan with company matching.
• Flexible work hours and remote work options.
• Professional development opportunities.
• Paid time off and holidays.