Job Description

Customer Success @ Cloudflare

Customer Success at Cloudflare is focused on customer adoption and value realization of Cloudflare Solutions. We work closely with our customers in the closing stages of the sales cycle being ready to partner with them as they implement, adopt and optimize our cloud solutions around their business goals and objectives. We are proactively driven to fully understand their WHY so that we can articulate WHAT we can do to help to ensure full value and outcomes from Cloudflare Solutions and Products.

The Customer Success Teams consist of Customer Success Managers and Customer Solutions Engineers to proactively engage with customer needs to help accelerate the outcomes that our customers are looking to achieve.

The Customer Success Team works closely across all of the Cloudflare Team particularly with Strategic Account Executives, Business Development Representatives, Solution Engineers, Product and Sales Operations to help our customers adopt Cloudflare and create great Internet-enabled experiences. We are One APJC Team.

Job Overview:

As a Trusted Advisor within the Customer Success Team at Cloudflare, you will play a crucial role in engaging with our enterprise accounts across the India region. By providing exceptional customer service, technical expertise, and strategic insights, you will contribute to the growth of Cloudflare\'s business and client satisfaction in this rapidly evolving market. You will collaborate with cross-functional teams, develop innovative solutions for our clients, and help shape the future of the internet.

You will present to customers on the most relevant features/functionality for their specific business needs and drive value through multiple direct customer engagement motions, tailored to the customer needs and Cloudflare\'s offering.

Key Responsibilities:

Enterprise Account Engagement:

• Build and maintain strong relationships with key stakeholders and decision-makers within enterprise accounts
• Understand clients\' business goals, challenges, and opportunities to provide tailored solutions and guidance
• Serve as the primary point of contact for enterprise accounts, ensuring timely and accurate information and an exceptional customer experience

Technical Consultation:

• Leverage your deep understanding of Cloudflare\'s products, services, and technology stack to identify clients\' needs and opportunities
• Provide expert technical advice, training, and support to enterprise clients on Cloudflare\'s offerings and industry best practices
• Collaborate with internal teams to ensure seamless integration of Cloudflare\'s solutions into clients\' infrastructure and workflows

Strategic Partnership:

• Identify opportunities to expand Cloudflare\'s footprint within enterprise accounts and the wider India market
• Provide insights and feedback to internal teams to help drive product development, innovation, and market growth
• Stay informed on industry trends, emerging technologies, and competitive landscape, using this knowledge to advise clients and contribute to Cloudflare\'s strategic direction

Cross-functional Collaboration:

• Work closely with sales, engineering, marketing, and other customer success team members to develop and execute strategies for client engagement and satisfaction
• Contribute to the development of sales collateral, case studies, and thought leadership materials
• Represent Cloudflare at industry events, conferences, and webinars as needed

Required Skill Set:

• Adaptability and resilience in navigating complex situations and a rapidly evolving market
• Exceptional critical problem-solving skills to address clients\' challenges and identify opportunities for growth
• Solid understanding of business strategy, with the ability to align Cloudflare\'s offerings with clients\' objectives
• Comprehensive product knowledge, including Cloudflare\'s products, services, and technology stack, as well as industry trends and emerging technologies
• Proactive engagement with clients, partners, and internal teams to drive client satisfaction and business growth

Examples of knowledge and experience

• Bachelor\'s degree in Computer Science, Engineering, Information Technology, or a related field
• Minimum 5 years of experience in a technical consulting, solutions architect, or similar role, with a focus on cloud technologies, web security, and performance
• Proven track record of successfully engaging with enterprise accounts
• Strong understanding of the India market and its unique challenges and opportunities
• Demonstrated ability to build and maintain relationships with clients, partners, and internal teams
• Exceptional communication and presentation skills, with the ability to convey complex technical concepts to both technical and non-technical audiences
• Fluent in English and Hindi
• Willingness to travel to the India region as needed

Cloudflare