About Us
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.
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!
About The Department
Emerging Technologies & Incubation (ETI) is where new and bold products are built and released within Cloudflare. Rather than being constrained by the structures which make Cloudflare a massively successful business, we are able to leverage them to deliver entirely new tools and products to our customers. Cloudflare’s edge and network make it possible to solve problems at massive scale and efficiency which would be impossible for almost any other organization.
About Cloudflare Area 1
At Cloudflare Area 1, our mission is to protect people and companies from hackers. We do this by blocking phishing attacks -- which are the #1 cause of security breaches that lead to stolen customer data and serious financial damage to large companies.
Our cloud-based cybersecurity solution is unique in the market because it preempts attacks before employees can even click on malicious emails. Major accounts in financial services, healthcare, consumer products, and other industries rely on Area 1 to protect their companies and their customers.
About the Role:
Cloudflare Area 1 is looking for a Technical Success Manager that is eager to help protect a portfolio of our customers from all types of Phishing attacks. This individual must have the ability to earn the respect and trust of each customer through knowledge and understanding of service delivery and how this fits into our customer’s overall environment. A successful candidate must be action oriented, capable of independently solving technical problems and able to communicate clearly and effectively to both technical and business audiences.
TSM meets regularly with the relevant customer and provides proactive recommendations that support customers’ requirements, roadmap, and ongoing technical needs, partnering with the Product Team and Account Team members.
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.
Responsibilities
- Proactively anticipate customer needs and facilitate project success
- Partner with cross-functional teams. Work with Product Management, Support, and Engineering to translate Customer business needs and product feedback into new solutions
- 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.
- Communicate effectively, organize and juggle priorities, solve problems and make decisions, build relationships and create successful accounts
- Craft customer onboarding assets, adapt existing customer onboarding assets and work with product marketing/Product Management to refine existing and create new onboarding assets
- Manage the deployment & implementation of Area 1 security as a service solution
- Engage early on to facilitate any technical need
- Create and deliver Quarterly QBR/EBR
- Drive customer advocacy - references and case studies
- 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.
- Develop models for resource planning and consumption as well as key performance metrics for project/program success
- Act as the primary representative between our customers and Area 1
- Provide product and engineering teams with customer feedback to help identify Support challenges and opportunities.
- You are a highly motivated self-starter who can think creatively, compassionate, strong communicator, manage customer expectations, and troubleshoot issues if they arise
QUALIFICATIONS
- Strong professional and technical writing skills
- Minimum 3 years of system integration within Security SaaS environments
- Passionate about Cloudflare products, helping customers, and building strong relationships across organizations
- Basic Troubleshooting skills towards identifying and Escalating to the necessary Team to drive a solution
- Strong communication skills
- A strong technical security background
- Have the business acumen of working with Fortune 500 companies and their leadership team
- Fundamental understanding of how the Internet works, e.g. the OSI Model, Application and Network security, what a proxy is and how it works. Email Security and SMTP.
- Strong customer engagement background and expertise
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.
Path Forward Partnership : Since 2016, we have partnered with Path Forward, a nonprofit organization, to create 16-week positions for mid-career professionals who want to get back to the workplace after taking time off to care for a child, parent, or loved one.
1.1.1.1 : We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.
Sound like something you’d like to be a part of? We’d love to hear from you!
This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.
Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.
Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at
[email protected] or via mail at 101 Townsend St. San Francisco, CA 94107.
