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Salary: USD 99,000 - 136,000 / annual
Cloudflare is seeking a Technical Account Manager (TAM) to serve as the primary technical contact and strategic partner for enterprise customers. The TAM will own the post-contract support experience, managing support interactions, escalations, and proactively advocating for customer needs while collaborating with Customer Success, Account, Product, and Engineering teams.
Key responsibilities include:
- Serve as the primary technical support contact for assigned enterprise accounts
- Manage support interactions and escalations, ensuring timely resolution of technical issues
- Provide recommendations aligned with customer roadmaps and technical requirements
- Maintain cooperative relationships with cross-functional teams (Product, Engineering, Account Executives, Customer Success, Professional Services, Partners)
- Deliver Quarterly Support Reviews including SLA adherence, ticket drivers, and incident reviews
- Proactively engage with account teams during deal closure and throughout the customer lifecycle
- Act as point of escalation during business hours and backup escalation for TAMs in other regions during off-hours
- Understand client sentiment and own internal/customer-facing escalations
- Ensure rapid incident response and assist with CSRs and formal incident documentation
- Travel up to 25% of the time; ability to work one weekend per quarter required
- Work with global TAMs to ensure coverage on critical issues
- Maintain and expand technical knowledge of Cloudflare products
The role requires strong customer service, leadership, and problem-solving skills, along with solid understanding of Layer 3 and 4 networking. TAMs specializing in Network Services will work closely with customers to optimize Cloudflare configurations.
Requirements:
- Minimum 8 years of previous experience in a customer-facing team with technical account management responsibilities
- Understanding of networking and routing protocols (BGP, OSPF, IPSec, GRE, etc.)
- Experience with security products and technologies (e.g., Firewall, IPS, DDoS)
- Experience in system integration and multi-vendor environments & data center deployments
- Basic troubleshooting skills (e.g., traceroute, WireShark, dig, cURL, etc.)
- Business acumen working with Fortune 500 companies and their leadership teams
- Fundamental understanding of how the Internet works (OSI Model, Application and Network security, proxy concepts)
- Passionate about Cloudflare products, helping customers, and building strong relationships across organizations
