Associate Customer Success Manager, Scale
Lisbon, Portugal
há 6 dias

About Us

At Cloudflare, we have our eyes set on an ambitious goal : to help build a better Internet. Today the company runs one of the world’s largest networks that powers approximately 25 million 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!

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

The Associate CSM role is two-fold : Firstly, you will be supporting a portfolio of customers, and secondly, you will be acting as a contract specialist supporting the wider CSM team in EMEA.

Customer responsibilities :

You will be responsible for ensuring the success of a portfolio of Cloudflare’s contracted customers and managing all of their post-sale experiences.

This includes being an escalation point for support issues and directing customer questions. From a commercial perspective, you will be responsible for the retention of your book of business and uncovering opportunities for expansion within your portfolio.

You will be highly organized, data driven, and able to manage a large portfolio of customers.

Additional responsibilities will include :

  • Build relationships with customers (primarily via remote conversations)
  • Manage the customer life cycle including contract renewal
  • Demonstrate a high degree of empathy for customer requests
  • Work cross-functionally to resolve customer business issues and work towards their stated goals, including the ability to escalate appropriately and efficiently.
  • Uncover opportunities for customer expansion new products to drive expansion opportunities
  • Communicate customer feedback and product needs to appropriate internal teams
  • Contract responsibilities :

    You will also develop expertise in customer contracts and act as a contract specialist supporting the wider Customer Success team in EMEA to process customer contract amendments in an accurate and timely manner.

    You will liaise with customers and internal stakeholders to ensure these processes are run efficiently. It is imperative that you manage your time effectively to ensure that you are working on high priority items.

    Examples of desirable skills, knowledge and experience

  • Bachelor's degree required.
  • Demonstrable organizational skills
  • Experience working directly with customers in a B2B environment
  • Basic understanding of computer networking and how the internet works.
  • Curiosity to learn about the cloud security and performance industry.
  • Experience with account portfolio planning and prioritization, including Salesforce upkeep.
  • Ability to prioritize, multi-task, and perform effectively under pressure.
  • Strong phone and interpersonal communication skills in English (verbal and written)
  • Understanding of application, server, and network security a plus.
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