Cloudflare

Customer Success Content & Enablement Manager

1 month agoSan Francisco, CA
About Us
 

At Cloudflare, we have our eyes set on an ambitious goal: to help build a better Internet. Today the company runs one of the world’s largest networks that powers approximately 25 million 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! 

About the Department

The Customer Success (CS) Content & Enablement Manager reports into the CS Strategic Programs Manager which sits within the Sales Org. Together, Customer Success Managers, Account Executives, Business Development Representatives, Solution Engineers, and Sales Operations - all working together to help our customers adopt Cloudflare and create great Internet-enabled experiences.

We believe that putting our people first, and fostering a creative, exciting, and stimulating environment is prerequisite to achieving and surpassing our commercial goals. 

What you'll do

Cloudflare is looking for a CS Content & Enablement Specialist to drive rapid, consistent, and scalable Customer Success training programs and methods for accelerating knowledge transfer to our global Customer Success Team. Not only will you design programs to up-level the account management skills of the team but also to drive improvements in their technical acumen. 

You must possess a unique blend of business and technical savvy and be able to take broad visions and concepts and develop structured plans, actions and measurable metrics and then execute those plans. You must enjoy working closely with subject matter experts (SMEs), internal stakeholders, and the Customer Success team to understand requirements and deliver holistic learning solutions that help drive business results and support strategic priorities for sales enablement.

This role requires a strong level of CS focus and clarity of what makes CS teams tick and what the experience and outcomes that our Customers desire. We're excited to have you uncover opportunities and insights to continue to manage our business and deliver awesome Customer Success. You will work with our dedicated team of Customer Success focused individuals who act as a trusted advisor to our customers.  Customer Success helps ensure efficient Cloudflare solution adoption and accelerates business value and ROI from our customers’ investment in Cloudflare during their performance and security journey.  

We are looking for a high energy, successful CS experienced training and enablement person who has a passion for teaching and developing others. Do you have a strong working knowledge of CS methodologies, CS management, customer engagement, and general Customer Success delivery requirements for high performing CS teams? Are you an independent leader and highly collaborative, creative and energized by the challenge of meeting the needs of an evolving and dynamic Cloudflare Customer Success team? If so, this role may be what you are looking for!

Additional responsibilities will include:

  • Coordinate and deliver training to the Global Customer Success team
  • Develop and manage CS training curriculum, including self-paced courses, Online certification exams, instructor-led training, and ongoing enablement
  • Design an enablement program that strives to up-level the Customer Success Team in driving adoption, retention, and expansion of the instal base
  • Assess what's missing as competencies in our CSMs and build and deliver that content
  • Curate existing technical content and develop new technical content
  • Collaborate with the global head of sales enablement and internal stakeholders to ensure timely and accurate deliverables
  • Develop content for the Cloudflare Enterprise Customer Portal and other digital assets to build more automation for CS delivery
  • Develop content and logistics to deliver the various levels of CS Plan offerings to the external marketplace
  • Convert company priorities and newly launched initiatives into actionable steps for the CS team
  • Collaborate with the PMM team on CS content for marketing campaigns to drive adoption, retention in addition to expansion
Desired Skills
  • Passion for people - developing, mentoring, training and upleveling skills.
  • Proficiency with Customer Success Competencies
  • Excellent written and verbal communication skills including the ability to collaborate with various stakeholders
  • Cloud based platforms, cyber security experience strongly preferred
  • A portfolio of eLearning course design, web design, and/or graphic design work
  • Google - G-suite familiarity preferred

Required Education And Experience

  • Bachelor’s degree, Master’s degree or equivalent experience
  • 5+ years of relevant experience in Customer Success enablement
  • Previous experience with a SaaS solutions company and/or an enterprise software company highly desired in a Customer Success delivery role
  • Experience with security products and/or offerings
  • Solid technical competence, with Customer-facing delivery experience, is preferred
  • Proficiency with eLearning authoring tools
  • Must be highly organized and possess exceptional time management skills, with the ability to effectively juggle multiple projects and deadlines
  • Proven experience delivering technical training to a technical audience.

What Makes Cloudflare Special?

We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: We equip politically and artistically important organizations and journalists with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.

Athenian Project: We created 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.

Path Forward Partnership: Since 2016, we have partnered with Path Forward, a nonprofit organization, to create 16-week positions for mid-career professionals who want to get back to the workplace after taking time off to care for a child, parent, or loved one.

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 privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t 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 you’d like to be a part of? We’d 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 person's, 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 e-mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.

Job ID: 2249581