Location: Remote, Mexico
To the attention of candidates (Mexico City):
Candidates MUST have right-to-work in Mexico.Visa sponsorship is NOT provided for this position. About the department
The Customer Support Team solves complicated problems and answers technical inquiries via phone, email, chat, and social media. Whether it is a Wordpress blogger using our services for free or a global Enterprise business with petabytes of web traffic, our team is always eager to assist. We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - to help build a better service and future product development.
What you'll do
The Technical Account Manager (TAM) will own the post-contract end-to-end support experience for Cloudflare's most strategic customers, to unblock post-go-live technical support challenges. They are a dedicated technical primary point of contact for our top-tier Premium customers. TAM's responsibilities are to manage and monitor support interactions, serve as an internal advocate for customers, respond to customer escalations, and proactively escalate issues as needed. TAMs meet regularly with the relevant customer and provide proactive recommendations that support customers' requirements, roadmap, and ongoing technical needs, partnering with the Customer Success 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
- Serve as primary technical support contact.
- 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.
- Understand client sentiment, own internal and customer facing escalations, and provide product support.
- Ensure support tickets solved in a timely manner.
- Maintain and expand working technical knowledge of Cloudflare products.
- Single threaded owner of technical support issues, working with backend teams as needed.
- Work with global TAM's to ensure coverage on critical issues.
- Ensure rapid Incident response.
- Assist with preparing and communicating CSRs and formal documentation for incidents and major issues.