Description
As a Senior Customer Solutions Engineer at Cloudflare, you will be the trusted technical advisor throughout a customer's lifecycle. You are a product expert and will leverage your knowledge to ensure our Enterprise customers understand and utilize the Cloudflare platform to its fullest extent.
Your goal is to help customers be successful and derive the most value possible from their Cloudflare investment. As a CSE, you strive to understand customer requirements and issues at the molecular level. No matter your background, you have natural curiosity and desire to identify root causes of strange problems and the most elegant and efficient solutions.
Fundamentally, you are enamored with how the internet works. You will work closely with the Customer Success Manager (CSM) as well as every other team at Cloudflare, from Sales and Product to Engineering and Customer Support.
Customer success will drive you through the entire organization as you seek out and implement scalable solutions for your customer's needs.
Responsibilities:
- Serve as a trusted technical advisor and help expand existing business for our customers
- Deliver timely and organized onboarding for customers and ensure they see the full value in Cloudflare's products
- Advise on technical best practices and provide customers with clear proactive technical guidance and expertise across all our products
- Collaborate with Customer Support, Engineering, and other teams to assist with technical escalations
- Proactively identify opportunities for expansion for existing customers
- Promote retention by capturing and communicating gaps in product or features
- Contribute towards the success of the CSE organization through knowledge-sharing activities such as contributing to internal and external documentation, answering technical Q&A, and helping iterate on best practices
Experiences might include a combination of the skills below:
- 8 years of prior post-sales customer relationship management
- In-depth expertise in Zero Trust architectures and a passion for advancing this knowledge are crucial
- Demonstrated experience with a scripting language (e.g. Python, JavaScript, Bash) and a desire to expand those skills
- Technical curiosity and passion: Cloudflare is at the cutting edge of internet technology, and our CSEs are viewed as subject-matter experts
- Ability to manage a project, work to deadlines, and prioritize between competing demands
Bonus!
- Understanding of, or experience with, regulatory requirements such as PCI DSS, HIPAA, and SOC-2