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Customer Success Manager, India (based in Singapore)
- Posted 20 June 2024
- Reference5969860
Company's Benefits
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Flexible Working Arrangements
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Mentorship Program
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Leadership Development Program
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Paid Parental Leave
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Return to Work Policy
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Childcare Facilities
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Breastfeeding Rooms
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Sponsorship Program
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Coaching Program
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Internal Women's Networking Group
Job Description
About Us
At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s 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 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!
Available Locations: Singapore
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.
What you’ll do
We are seeking an experienced Senior Customer Success Manager to join our team in the India region. In this role, you will be responsible for managing and growing our customer base in the region. You will be a trusted advisor to our customers and will work closely with them to ensure they are fully leveraging the capabilities of our platform and achieving their business objectives. You will also collaborate with other members of the Cloudflare team to drive customer retention, expansion, and customer satisfaction.
This role is based in Singapore.
Key Responsibilities:
Serve as the primary point of contact for Enterprise / Mid Market customers in the India region
Build and maintain strong relationships with key customer stakeholders, including C-level executives, technical leaders, and business owners
Develop a deep understanding of customers' business objectives and challenges, and proactively provide strategic advice and guidance on how to best leverage Cloudflare's platform to achieve their goals
Work with customers to develop and execute success plans, and ensure they are fully utilizing the platform's capabilities
Fully manage the customer life cycle
Monitor customer usage and performance, and identify opportunities for expansion and upsell
Manage contract renewals and negotiate contract terms
Serve as the voice of the customer within Cloudflare, and advocate for their needs and priorities
Collaborate with internal teams, including Sales, Support, and Product, to resolve customer issues and ensure a seamless customer experience
Analyze customer data and provide insights to leadership on customer trends, needs, and opportunities
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
Requirements:
8+ years of experience in a customer-facing role, ideally in the technology industry
Experience managing customers in the India region
Language: Hindi and English are mandatory
Strong understanding of cloud-based technologies / SaaS and application security
Proven track record of managing large, complex customer accounts and driving customer retention and growth
Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
Strong problem-solving skills and the ability to think strategically
Ability to work independently and as part of a team in a fast-paced, dynamic environment
Bachelor's degree or equivalent experience
Relocation from Singapore to India might be required in the near future, so the candidate will need to abide by this clause at Cloudflare's request