Technical Account Manager

Cloudflare - Atlanta, GA

Full-time - Mid Level

Atlanta, GA

Professional, Scientific, and Technical Services

About the position

The 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. TAMs act as advocates for customers, addressing technical challenges, providing proactive recommendations, and collaborating with various internal teams 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.
• Maintain a holistic view of the customer's environment and use of Cloudflare products.
• 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 TAMs in other regions.
• Understand client sentiment and manage internal and customer-facing escalations.
• Ensure timely resolution of support tickets and maintain technical knowledge of Cloudflare products.

Requirements

• Minimum 8 years of experience in a customer-facing role with technical account management responsibilities.
• Strong customer service and leadership skills.
• Ability to collaborate across organizations and possess excellent technical problem-solving skills.
• 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, etc.).
• Business acumen in working with Fortune 500 companies and their leadership teams.
• Fundamental understanding of how the Internet works, including the OSI Model and network security.

Nice-to-haves

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

Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance
• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan
• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave