Customer Success Manager

Cloudflare ,
London, Greater London
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Job Description

About Us At Cloudflare, we have our eyes set on an ambitious goal: to help build a better Internet. Today, Cloudflare runs one of the world's largest distributed networks that powers more than 10 trillion requests per month, which is nearly 10 percent of all Internet requests worldwide. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Our customers range from Fortune 500 companies and nonprofits to small businesses and budding entrepreneurs. We are working to create a faster, more secure, and more reliable experience for anyone online and given the scale at which we operate, our mission is big. Our team is hard at work shaping the future of the Internet by solving some of its toughest challenges. 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! About the Department Customer Success Managers, Account Executives, Business Development Representatives, Solution Engineers, and Sales Operations - all working together 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 do You will be responsible for ensuring the success of Cloudflare's Enterprise customers and managing all of their post-sale experiences. You will bring strong relationship-building experience, product knowledge, organizational skills, as well as a high degree of empathy to ensure the customer's satisfaction with Cloudflare's services. You will maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs. You are ultimately responsible for the retention of your book of business; this is driven through demonstrating the value the products and services provide to the customer's business via quarterly or biannual reviews. Daily duties: Manage the customer life cycle including contract renewal Facilitate discussions and strategies around new products to drive expansion opportunities. including ways to attract new customers and retain existing customers Develop and maintain long-term relationships with stakeholders in your account portfolio Work cross-functionally to resolve customer business issues, understanding the client requirements and work towards their stated goals Manage customer feedback and product needs by providing feature requests to internal partner teams Monitor performance and identify trends in Cloudflare adoption and utilization and provide guidance to customers as part of their periodic Success Review Manage customer accounts and produce reports of current marketing strategies and proposals for senior management Handle recruitment within team and train junior team members Requirements Bachelor's degree required (preferably in a technical field) Previous experience in a Customer Success/Account Management role Proven knowledge of computer networking and "how the internet works." Curiosity to learn about the cloud security and performance industry Previous experience with account portfolio planning and prioritization, including stellar Salesforce upkeep Demonstrable experience in developing client accounts and working on retaining existing customers Proven ability to prioritize, multi-task, and perform effectively under pressure Strong phone and interpersonal communication skills (verbal and written) as well as organizational skills Proven understanding of application, server, and network security 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. Sound like something you'd like to be a part of? We'd love to hear from you! Location: London Apply by: 1st May 2020 Salary: Competitive

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