Principal Technical Account Manager

Available Location: Tokyo Japan

About Us

At Cloudflare we are on a mission to help build a better Internet. Today the company runs one of the worlds 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. 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 Magazines Top Company Cultures list and ranked among the Worlds 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

The Customer Support Team solves complicated problems and answers technical inquiries via phone email chat and social media. Whether it is a WordPress blogger using our services for free or a global Enterprise business with petabytes of web traffic our team is always eager to assist. At Cloudflare Technical Account Managers (TAMs) are part of our Global Customer Support organization and work directly with customers to ensure a consistent and high level of support. We are the eyes and ears of Cloudflare acting as the realtime voice of the customer to help communicate their needs and realworld use cases back to the rest of the company to help build a better service and future product development.

What youll do

The Technical Account Manager will own the postcontract endtoend support experience for Cloudflares most strategic customers to unblock postgolive technical support challenges. They are a dedicated technical primary point of contact for our toptier Enterprise customers. TAMs responsibilities are to manage and monitor support interactions serve as an internal advocate for customers respond to customer escalations and proactively escalate issues as needed. TAMs meet regularly with their respective customer(s) and provide proactive recommendations that support customers requirements roadmap and ongoing technical needs partnering with the Customer Success and Account Team members.

To be successful in this role you must possess strong customer service and leadership skills be a selfstarter be committed to ongoing selfeducation be able to collaborate across organizations and have excellent technical problemsolving skills.

As a TAM aligned with Cloudflares Network Services products and with a working understanding of Layer 3 and 4 functionality youll closely engage with customers who integrate these solutions into their Cloudflare configuration addressing their primary support needs.

Responsibilities

• Business level of Japanese and English languagesServe as primary technical support contact.
• Maintain a cooperative relationship with all crossfunctional 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 worldclass 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.
• Have a holistic and dynamic view of customers environment and use of Cloudflare products including the customer deployment topology expert resolution for all support issues and proactive advice for longterm improvements.
• Create and deliver Quarterly Support Reviews including SLA adherence top ticket drivers ticket deep dives and incident reviews.
• 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 TAMs to ensure coverage on critical issues.
• Ensure rapid Incident response.
• Assist with preparing and communicating CSRs and formal documentation for incidents and major issues.
• Requires travel up to 25 of the time.

Examples of desirable skills knowledge and experience

• Ability to work one weekend every quarter.
• Business level of Japanese and English languages
• 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 multivendor environments & data center deployments.
• Basic troubleshooting skills (e.g. traceroute WireShark dig cURL etc. towards identifying and escalating to the necessary teams to drive towards a solution.
• Minimum 8 years of previous experience in a customerfacing 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.

What Makes Cloudflare Special

Were not just a highly ambitious largescale technology company. Were a highly ambitious largescale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: Since 2014 weve equipped more than 2400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work technology already used by Cloudflares enterprise customersat no cost.

Athenian Project: In 2017 we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free so that their constituents have access to election information and voter registration. Since the project weve provided services to more than 425 local government election websites in 33 states.

1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster more secure and privacycentric public DNS resolver. This is available publicly for everyone to use it is the first consumerfocused service Cloudflare has ever released. Heres the deal we dont store client IP addresses never ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something youd like to be a part of Wed love to hear from you!

This position may require access to information protected under U.S. export control laws including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

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 persons 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. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include but are not limited to changing the application process providing documents in an alternate format using a sign language interpreter or using specialized equipment. If you require a reasonable accommodation to apply for a job please contact us via email at or via mail at 101 Townsend St. San Francisco CA 94107.