Job Description
What you’ll do as a Customer Solutions Engineering Manager
Customer Solutions Engineers (CSE), are our customers trusted technical advisors. They are our product experts, leveraging their knowledge to ensure our enterprise customers understand and utilize the Cloudflare platform to its fullest extent. Their goal is to help customers be successful and derive the most value possible from their Cloudflare investment.
You are the team enabler, point of reference and coach. You will work closely with our Enterprise customers by shadowing and improving your team’s technical expertise. You will take care of new team members and you will ensure work loads are equally distributed within the team. You are personable and can provide constructive feedback when necessary. You will help escalate and identify issues quickly and efficiently and you will work with the other team leads and the global head to ensure proper regional & cross-regional coordination.
To aid your team, you will work closely with every team at Cloudflare, from Sales and Product, through to Engineering and Customer Support. Your goal of customer success should drive you through the entire organization as you seek out and advise your team on how to create scalable solutions for your customers needs.
Examples of desirable skills, knowledge, experience and goals
Our Customer Solutions Engineers come from a wide range of backgrounds: financial consulting, engineering, software development, product management, customer support & project delivery. We're serious about building a diverse team. When hiring we look for diversity of experience combined with genuine curiosity for our technology.
Ultimately, you are passionate about technology, have the ability to explain complex technical concepts in easy-to-understand terms and you like coaching and teaching. You are naturally curious and an avid builder who is not afraid to get your hands dirty. On the Customer Solutions Engineering team, you will find a collaborative environment where everyone brings different strengths and jumps in to help each other. You will be an integral part of driving that culture.
Requirements
The Customer Solutions Engineer Manager role has the same requirements as the Customer Solutions Engineering role with the following additions:
- 8+ years of experience leading technical teams, with proven coaching, leadership skills in team management.
- Demonstrable experience in understanding and solving escalations, team issues or other management related scenarios.
Inter-Team Goals
- Cultivate cross team/office/region coordination, keep us all connected as one team.
- Facilitate knowledge transfer between teams. Ensure the team learns from the great ideas of single team members. Ensure mistakes are not repeated within the team.
- Develop strong relationships outside of CSE organization to aid in escalation of issues (product/support/engineering/special projects/marketing/legal/etc).
- Maintain strong communications with Sales and Customer Success leads.
Intra-Team Goals
- Keep the pulse of the team: who is happy, productive, performing. Know each member’s strengths and how they would each like to develop.
- Exemplify and cultivate positive culture traits.
- Provide support and confidence to team members.
- Cultivate a very open communication environment. Criticism is welcome and appreciated.
- Maintain a culture of independence amongst team members whilst offering advice when appropriate.
Personal Goals
- Maintain trust and respect from the team.
- Ability to handle any call from any customer.
Responsibilities
- Workload Management.
- Conduct 1:1’s with team members.
- Act as a point of escalation for team issues, escalate issues that can’t be solved within the team.
- Recruit, interview, and onboard new team members.
- Report on individual CSE strengths and weaknesses.