Remote Manager, Technical Account Management Job in United States Cloudflare

Who you are

• 5 to 8 years of technical leadership experience in SaaS or Network/General Cyber Security
• Experience leading regionally distributed teams
• Experience scaling and operationalizing TAM offerings for large enterprise customers
• Experience with paid support services, including observability
• Experience in hiring process including candidate review and interviewing
• Strong written and oral communication skills
• Excellent problem-solving abilities
• Enthusiasm for direct customer interaction
• Proven track record in building and leading Technical Support teams in infrastructure, platform, or SaaS business
• Passion for creating and promoting best support practices
• Willingness to work during weekends and holidays as needed

What the job involves

• Lead a team of Technical Account Managers responsible for managing the service delivery experience for Premium customers
• Work with the Head of TAM Services to develop and implement a Global TAM strategy focused on metrics and solutions
• Provide mentoring, coaching, and career development guidance to team members
• Manage the hiring, onboarding, and training of new team members
• Facilitate communication among Support, Product/Engineering, and Sales teams
• Collaborate with Account Management Teams to ensure seamless customer experiences
• Implement new processes to enhance support services and address critical customer escalations
• Collect and analyze support metrics to drive continuous improvement
• Proactively contact customers to ensure satisfaction and develop corrective action plans

Application process

• Not provided