Associate Customer Success Manager

vaga para Associate Customer Success Manager na Cloudflare • San Francisco, CA

4d

About The Position

You will be responsible for ensuring the success of Cloudflare’s Enterprise customers and managing their post-sale experience. You will act as the primary point of contact for Cloudflare customers and will be "the face of the business." You will own your book of business and will be responsible for delivering results on KPIs including revenue retention. You will meet with customers regularly to help them generate value from their partnership with Cloudflare. These conversations may happen in-person or via video conference. Whatever works for you and your customer base. Cloudflare delivers cutting-edge products and services, iterates super quickly based on customer needs. Hence, change is constant and so is the opportunity for you to influence with your field knowledge and improve our business if that is what you want to do.. You will maintain a deep understanding of Cloudflare's solutions so that you can lead value-added customer conversations, understand customer's needs, and communicate these needs back to internal teams. So it’s pretty hands-on and allows you to develop really tangible skills that provide concrete value right now. You will act as an internal escalation point for customer requests including: technical questions, contract questions, and other account-related questions. You will advocate for customers internally and balance the needs of the customer with the business needs of Cloudflare.

Requirements

• 5+ years of work experience
• 5+ years of direct functional experience: In Customer Success, Account Management, or other post-sales customer-facing role
• With territory ownership, portfolio management, and account planning
• Serving with Enterprise customers
• Working in a B2B Enterprise SaaS businesses
• Must be extremely well organized and able to prioritize, multi-task, problem solve, and perform under pressure
• Must have strong interpersonal and web-communication skills
• Must have experience with customer meetings and be at ease in problem solving
• Must have experience with customer negotiations and handling difficult customer conversations
• Must demonstrate empathy for internal and external stakeholders and have a high EQ
• Must be curious and a self-starter
• Must have a demonstrated ability to learn on the job and come up to speed quickly
• Bachelor's degree or equivalent experience; Master's degree is a plus

Nice To Haves

• Fluent in English & Russian, Ukrainian, Or Hebrew
• Experience in networking, security, and / or edge computation & storage is a plus

Responsibilities

• Build strong relationships with customers (primarily via remote conversations)
• Build strong relationships with internal stakeholders
• Manage a complex book of business with many tasks and competing priorities
• Manage your time effectively to ensure that you are working on high priority items
• Have poise and executive presence, and be comfortable presenting to C-level executives
• Demonstrate a high degree of empathy for customer requests
• Escalate effectively with internal teams

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level