At a Glance
- Tasks: Support top Enterprise customers and resolve technical challenges with Cloudflare products.
- Company: Join Cloudflare, a leader in building a better Internet for everyone.
- Benefits: Enjoy competitive pay, flexible work options, and opportunities for growth.
- Other info: Work in a collaborative culture that values innovation and curiosity.
- Why this job: Be the voice of customers and drive impactful improvements in a dynamic tech environment.
- Qualifications: Strong customer service skills and a solid understanding of networking required.
The predicted salary is between 63000 - 77000 £ per year.
At 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.
Available Locations: London, UK
About the department
The Customer Support Team resolves complex issues and answers technical inquiries across various channels, supporting users from individual bloggers to global enterprises. At Cloudflare, Technical Account Managers (TAMs) provide high-level support, ensuring a seamless customer experience. As the eyes and ears of the company, TAMs relay customer feedback to drive service improvements and future product development.
What you'll do
- The Technical Account Manager (TAM) owns the post-contract support experience for Cloudflare’s top Enterprise customers, ensuring smooth operations and resolving technical challenges.
- As the primary technical contact, the TAM manages support interactions, escalations, and proactively advocates for customer needs.
- Collaborating with Customer Support and Account teams, they provide recommendations aligned with customer roadmaps and technical requirements.
Success in this role requires strong customer service, leadership, and problem-solving skills, along with a solid understanding of Layer 3 and 4 networking. TAMs specializing in Network Services work closely with customers to optimize their Cloudflare configurations and address key support needs.
Responsibilities
- Serve as primary technical support contact.
- Maintain a cooperative relationship with all cross-functional resources, such as product, engineering, and customer account teams comprising Account Executives, Customer Success, Professional Services, and Partners throughout every sales phase.
- Collaborate with the Account Team, as well as Engineering and Product, to help ensure high customer satisfaction by providing world-class dedicated support throughout the entire life of the customer partnership.
- Provide product and engineering teams with customer feedback to help identify Support challenges and opportunities.
- Create and deliver Quarterly Support Reviews including SLA adherence, top ticket drivers, ticket deep dives, and incident reviews.
- Ability to travel up to 25% of the time.
- Ability to work one weekend every quarter.
- Proactively engage with the account team during strategic deal closure and throughout the lifecycle of the customer.
- Point of escalation during business hours, and backup point of escalation for Cloudflare TAMs in other regions during their off hours.
- Understand client sentiment, own internal and customer facing escalations, and provide product support.
- Ensure support tickets are solved in a timely manner.
- Maintain and expand working technical knowledge of Cloudflare products.
- Single threaded owner of technical support issues, working with backend teams as needed.
- Work with global TAM’s to ensure coverage on critical issues.
- Ensure rapid Incident response.
- Assist with preparing and communicating CSRs and formal documentation for incidents and major issues.
Examples of desirable skills, knowledge and experience
- Understanding of networking and routing protocols (BGP, OSPF, IPSec, GRE, etc).
- Experience in 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.) toward identifying and escalating to the necessary teams to drive toward a solution.
- Minimum 8 years of previous experience in a customer-facing team with technical account management responsibilities.
- Have the business acumen of working with Fortune 500 companies and their leadership team.
- Fundamental understanding of how the Internet works, e.g. the OSI Model, Application and Network security, what a proxy is and how it works.
- Passionate about Cloudflare products, helping customers, and building strong relationships across organizations.
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.
Technical Account Manager in London employer: WinsAbove
Webflow is an exceptional employer that fosters a collaborative and innovative work culture, particularly for the Senior Solutions Architect role based in London. Employees benefit from a strong emphasis on professional growth, with opportunities to influence product direction and engage in enterprise-scale projects, all while enjoying the flexibility of a hybrid work environment. The company values creativity and technical expertise, making it a rewarding place for those looking to make a meaningful impact in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Account Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at WinsAbove. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like WinsAbove before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Account Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to WinsAbove:Your cover letter is your chance to shine! Tell us why you want to work at WinsAbove specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at WinsAbove!
How to prepare for a job interview at WinsAbove
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
