Customer Success Manager, SLED

Cloudflare

  • Austin, TX
  • Permanent
  • Full-time
  • 13 days ago
About UsAt 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!Job Locations: Austin, TXWe are seeking a dynamic and experienced Customer Success Manager to join our growing US Public Sector team. The Customer Success Manager will be responsible for developing and nurturing relationships with customers in our US Public Sector team's State, Local, and Education (SLED) segment to drive mutual growth and success. This role is critical in ensuring our customers are empowered to succeed with Cloudflare's solutions and maximizing the value we deliver to them.About the DepartmentAccount Executives, Business Development Representatives, Solution Engineers, Customer Success Managers, Channel Account Managers, and Sales Operations Strategists all work together to help our customers adopt Cloudflare and create great Internet-enabled experiences.The sales team at Cloudflare helps customers solve real, technical problems while creating the revenue streams that help the company provide free service to millions in our community.What you'll doYou will work alongside our Sales team and Customer Solutions Engineers to ensure the success of Cloudflare's SLED customers. You will bring strong relationship-building experience, product knowledge, project management, organizational and problem-solving skills, as well as a high degree of empathy to maintain a best-in-class customer experience.You will maintain a deep understanding of our customers' goals and be an internal champion of the features/functionality most critical to their specific organizational needs. You are ultimately responsible for the retention and expansion of your book of business; which is driven through consistent communication and collaboration with our customers' teams and demonstrating the value the products and services provide to their organization via quarterly reviews.The role will sit on the Customer Success Team in order to maintain familiarity with best practices and processes to ensure the success of our Enterprise customers.Additional responsibilities will include:
  • Manage the customer life cycle, which includes initial launch and technical integrations or enablement, maintaining a healthy steady state, quarterly goals assessment, product roadmaps and executive alignment, and renewal of the partnership.
  • Enable customers on processes, engagement models and share all relevant resources. Work continuously to manage expectations with key stakeholders.
  • Work with your customer account teams to plan and execute long-term account plans to facilitate retention and expansion via product and consumption growth.
  • Develop and maintain long-term relationships with stakeholders in your account portfolio.
  • Work cross-functionally with Sales, Product, Engineering, Support, Marketing, and other teams to resolve customer challenges and work towards their stated goals.
  • Manage customer feedback and product needs by providing feature requests to internal teams and advocating for prioritization within the product roadmap.
25% travelDesirable skills, knowledge and experience
  • Bachelor's degree required. Masters is a plus
  • 5+ years of experience in a Customer Success/Account Management role servicing enterprise accounts
  • Experience working in the US Public Sector space, preferably SLED
  • A good understanding of the layers of a multi-cloud environment
  • Experience with project management and account portfolio planning and prioritization
  • Ability to prioritize, multi-task, and problem-solve effectively under pressure
  • Strong phone and interpersonal communication skills (verbal and written) as well as executive presence
  • Track record of successful planning and execution of Executive Business Reviews
  • Basic understanding of computer networking and “how the internet works”
  • Curiosity to learn about the cloud security and performance industry
  • Understanding of application, server, and network security is a plus
  • Proficiency with CRM software (e.g., Salesforce and Gainsight) is a plus
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.: 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.: 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.: We released 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 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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