Technical Account Manager at Cloudflare · LumiJobs

Responsibilities

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.
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.
Serve as primary technical support contact.
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.
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.

Technical Account Manager

Responsibilities

Benefits

Company

Cloudflare

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