Senior Technical Account Manager (Austin, Seattle, Denver)

ABOUT THE ROLE As a Senior Technical Account Manager at Cloudflare, you will play a critical role in delivering exceptional technical support and advocacy to our largest Enterprise customers. You will be responsible for owning the post-sales support experience, ensuring smooth operations, and providing proactive technical guidance. This role requires a unique blend of technical expertise, customer service excellence, and strategic problem-solving to ensure high customer satisfaction and retention. WHAT YOU'LL DO As a Senior Technical Account Manager, you will be the primary technical point of contact for assigned Enterprise customers, managing support interactions, troubleshooting issues, and driving escalations. You will work closely with internal teams, including Customer Success, Account Teams, Product, Engineering, and Customer Support, to align technical solutions with customer roadmaps and business objectives. Your responsibilities will include: - Serving as the primary technical support contact for assigned Enterprise customers - Building and maintaining strong relationships with internal teams to support the customer journey - Leveraging AI-driven tools to optimize daily operations and increase team productivity - Collaborating with internal teams to deliver world-class technical support and advocacy - Providing actionable customer feedback to Product and Engineering teams to shape product improvements - Maintaining a comprehensive understanding of customer environments and Cloudflare deployments - Developing and maintaining a Technical Risk & Gap Register for each enterprise account - Conducting Quarterly Support Reviews to analyze incident drivers and review future-state resilience - Acting as a point of escalation during business hours and providing backup support for global TAMs - Partnering with the account team to drive strategic customer engagements - Partnering with Cloudflare's Threat Intelligence and Product teams to evaluate customer environments against newly discovered vulnerabilities WHAT YOU'LL NEED To be successful in this role, you will need: - Strong technical expertise, with a focus on Network Services and Cloudflare configurations - Excellent customer service skills, with the ability to build strong relationships with internal teams and customers - Strategic problem-solving skills, with the ability to identify and prioritize technical risks and gaps - Strong communication and collaboration skills, with the ability to work effectively with internal teams and customers - Experience with AI-driven tools and workflows - Strong analytical and problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions WHY REMOTE As a remote employee, you will have the flexibility to work from anywhere, while still being part of a dynamic and innovative team. You will have the opportunity to work with a global team, collaborate with customers and internal teams, and contribute to the development of Cloudflare's products and services. BENEFITS Cloudflare offers a comprehensive benefits package, including: - Competitive salary and bonus structure - Comprehensive health insurance - Flexible schedule and remote work options - Professional development opportunities - Access to cutting-edge technology and tools - Collaborative and dynamic work environment - Opportunities for career growth and advancement