Senior Technical Account Manager

ABOUT THE ROLE We are seeking a highly skilled Senior Technical Account Manager to join our team at Cloudflare. As a key member of our Technical Account Team, you will play a crucial role in delivering exceptional technical guidance, support, and expertise to our top Enterprise customers in South Korea. This role offers a unique opportunity to be at the forefront of Cloudflare's Enterprise customer experience, driving customer satisfaction, retention, and long-term success. WHAT YOU'LL DO As a Senior Technical Account Manager, you will be responsible for owning the post-sales technical support experience for Cloudflare's largest Enterprise customers in South Korea. Your primary focus will be on providing high-touch technical guidance, customer advocacy, and operational support across the customer lifecycle. You will serve as the primary technical point of contact for assigned customers, helping them operate Cloudflare solutions successfully, resolve complex issues, and continuously improve the security, reliability, and performance of their environments. Your key responsibilities will include: - Serving as the primary technical support and escalation contact for assigned Enterprise customers in South Korea - Building trusted technical relationships with customer stakeholders, including technical teams, operational leaders, and senior executives - Communicating effectively in Korean with Korean-speaking enterprise customers and stakeholders - Collaborating in English with global Product, Engineering, Support, Customer Success, Account Teams, Professional Services, and Partners - Troubleshooting complex technical issues across Cloudflare products and customer environments - Managing support interactions, driving escalations, coordinating internal response, and ensuring clear customer communication during incidents - Providing clear written and verbal updates, including technical recommendations, incident summaries, escalation updates, RCA follow-ups, and post-incident reports - Maintaining a comprehensive understanding of customer environments, architectures, and Cloudflare deployments to support proactive issue resolution and long-term optimization - Developing and maintaining a rolling Technical Risk & Gap Register for each enterprise account, tracking architectural drift, legacy configurations, operational risks, and emerging security threats - Prioritizing remediation plans with customer stakeholders and helping customers align their environments with security, reliability, and performance best practices WHAT YOU'LL NEED To succeed in this role, you will need to possess a strong mix of technical expertise, customer service excellence, executive communication, and strategic problem-solving skills. You should have: - A deep understanding of Cloudflare's products and services, as well as industry best practices and Cloudflare's Well-Architected framework - Excellent technical skills, with a strong background in network services, security, and reliability - Strong communication and interpersonal skills, with the ability to effectively communicate with technical and non-technical stakeholders - Experience working with Enterprise customers, with a strong understanding of their needs and challenges - The ability to work independently, with minimal supervision, and as part of a global team - Fluency in Korean, with the ability to communicate effectively with Korean-speaking customers and stakeholders WHY REMOTE As a remote employee, you will have the flexibility to work from anywhere, while still being part of a dynamic and collaborative team. You will have access to the latest tools and technologies, as well as opportunities for professional growth and development. BENEFITS - Competitive salary and benefits package - Opportunity to work with a