Customer Service Representatives jobs in California

Position Title: Customer Success Manager

About Us

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other 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!

Location: Austin, TX, NYC, Atlanta, GA

About the Department

Customer Success at Cloudflare is focused on customer adoption and value realization of Cloudflare Solutions. We work closely with our customers in the closing stages of the sales cycle being ready to partner with them as they implement, adopt and optimize our cloud solutions around their business goals and objectives. We are proactively driven to fully understand their WHY so that we can articulate WHAT we can do to help to ensure full value and outcomes from Cloudflare Solutions and Products.

The Customer Success Teams consist of Customer Success Managers and Customer Solutions Engineers to proactively engage with customer needs to help accelerate the outcomes that our customers are looking to achieve.

The Customer Success Team works closely across all of the Cloudflare Team particularly with Account Executives, Business Development Representatives, Solution Engineers, Product and Sales Operations to help our customers adopt Cloudflare and create great Internet-enabled experiences.

What you'll do…

This is a critical role where you will be responsible for ensuring the success of Cloudflare’s customers and managing all of their post-sale experiences. You will bring strong relationship-building experience, product knowledge, project management and organizational skills, as well as a high degree of empathy to ensure the customer’s satisfaction with Cloudflare’s services. Our mission is to deliver great customer outcomes and also growth of adoption and utilization of Cloudflare solutions.

You will maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs. You are ultimately responsible for the retention and growth of your book of business; this is driven through demonstrating the value the products and services provide to the customer’s business via quarterly reviews and understanding what next and at what time based upon your customers needs and goals.

Ideally we are looking for applications who can show demonstrable experience of at least 3+ years partnering with multinational customers driving Digital and / or Network transformation at scale and at pace.

Additional responsibilities will include:

Be a Trusted Advisor to your customers,
Work with your account teams to plan and execute long term Success Plans with our largest customers to facilitate retention and growth via product and new business unit expansion,
Develop and maintain long-term relationships with stakeholders in your account portfolio,
Work cross-functionally with Product, Engineering, Systems Reliability Engineering, Marketing and other teams to resolve customer business issues and work towards their stated goals,
Manage customer feedback and product needs by providing feature requests to internal partner teams,
Able to demonstrate how your customer engagement directly impacts their growth and adoption of Cloudflare Solutions and Services,
Expected up to 50% travel for customer visits.

Examples of desirable skills, knowledge and experience

Bachelor's degree and / or other professional qualification,
3+ years of experience in a Customer Success/Account Management role,
Understanding of SAAS / SASE / Cloud Applications landscape,
Strong understanding of or willing to learn about computer networking and “how the internet works” with network security a plus,
Experience in cloud security and/or performance industries preferred,
Experience with project management, account portfolio planning, Cloud implementation and prioritization,
Ability to prioritize, multi-task, and perform effectively under pressure,
Strong interpersonal communication skills (verbal, written and video call) as well as organizational skills,
Track record of successful planning and execution of Executive Business Reviews,
Commercial acumen and awareness to drive successful outcomes.

Compensation
Compensation may be adjusted depending on work location.
This role is eligible to earn incentive compensation under Cloudflare’s Sales Compensation Plan. The estimated annual salary range includes the on-target incentive compensation that may be attained in this role under the Sales Compensation Plan.

For New York City based hires: Estimated annual salary of $111,000.00 to $153,000.00

Equity
This role is eligible to participate in Cloudflare’s equity plan.

Benefits
Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.

Health & Welfare 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

Financial Benefits

Short and Long Term Disability Insurance
Life & Accident Insurance
401(k) Retirement Savings Plan
Employee Stock Participation Plan

Time Off

Flexible paid time off covering vacation and sick leave
Leave programs, including parental, pregnancy health, medical, and bereavement leave

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: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries 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: In 2017, we created the 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. Since the project, we've provided services to more than 425 local government election websites in 33 states.

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 hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.

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