Customer Success Manager

Available Locations: Kuala Lumpur, Malaysia 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
You will be responsible for ensuring the success of Cloudflare's Enterprise customers and managing all of their post-sale experiences with your key objective being to ensure account renewals and growth. You'll bring strategic relationship-building and account planning expertise, a strong background in managing and exceeding sales quotas, organizational and problem-solving skills, poise and experience in presenting to and meeting with customers - both in person and via web-meeting technologies - as well as a high degree of empathy, perseverance and product knowledge to ensure the customer's adoption and satisfaction with Cloudflare's services. You'll utilize your extensive project management and decision-making skills, allowing you to balance the needs and requirements of your portfolio of customers with the commercial realities of supplying Cloudflare's services.
As a trusted advisor, you will maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs. You are ultimately responsible for the retention of your book of business; this is driven through demonstrating the value the products and services provide to the customer's business via regular formal reviews.
Additional responsibilities will include:

• Manage the customer life cycle including account renewal
• Work with your account teams to plan and execute long term success plans to facilitate retention and growth via product and new business unit expansion
• Develop and maintain long-term relationships with key stakeholders in your account portfolio
• Work cross-functionally with Product, Engineering, Support, Marketing and other teams to resolve customer business issues and work towards their stated goals
• Manage customer feedback and product needs through detailed feature requests to relevant internal teams
• 25% travel within Australia and New Zealand regions

Examples of desirable skills, knowledge and experience

• Bachelor's degree required. Masters is a plus
• 5+ years of experience in a Customer Success/Account Management or Solution Engineering role, servicing enterprise accounts
• Strong understanding of computer networking and "how the internet works"
• Experience in cloud security industries and/or with public sector customers is a significant plus
• Experience with project management, account portfolio planning and prioritization
• Ability to prioritize, multi-task, and perform effectively under pressure
• Strong phone and interpersonal communication skills (verbal and written) as well as organizational and problem-solving skills
• Track record of successful planning and execution of executive engagements, including Executive Business Reviews
• Understanding of application, server, and network security is a plus