Customer Experience Manager - Russian Speaking
€50k - €69k • Hybrid
Posted 10d ago
Job Location
Hybrid
Remote Work Policy
On-site
Categories
Applied AI Engineer
About the job
Cloudflare is seeking a Customer Experience Manager who will lead the post-sale customer journey, from onboarding to retention and contract renewals. In this role, you will act as a trusted business advisor and commercial owner, building strategic relationships with stakeholders to articulate ROI and business value, ultimately maximizing renewals and minimizing churn. You will collaborate closely with the Sales team for accurate forecasting and critical engagements like Executive Business Reviews. A key aspect of this role involves embedding AI-driven optimization into daily workflows, utilizing advanced data analysis to identify selling opportunities and automating routine tasks to accelerate customer outcomes and enhance operational efficiency. We are looking for builders who are curious and use AI as a partner to solve tough problems and improve the internet.
Responsibilities
- Manage customer engagement throughout the entire lifecycle, from onboarding to renewal.
- Serve as a trusted advisor to customers, guiding them in adopting Cloudflare products and services to meet their needs and ensure success.
- Collaborate with account teams to develop and execute long-term Success Plans for major customers, facilitating retention and growth through product adoption and new business unit expansion.
- Maintain a deep understanding of Cloudflare's solutions and present relevant features and functionality to customers based on their specific business needs.
- Own or actively participate in customer touchpoints such as Business Value Justification meetings, Business Reviews, and Renewal Meetings, with a proven track record of successful planning and execution of Executive Business Reviews.
- Demonstrate how customer engagement directly impacts revenue growth and adoption of Cloudflare solutions and services.
- Be responsible for the retention and growth of your assigned book of business, owning and driving renewals while maintaining and reporting an accurate weekly forecast.
- Negotiate and execute renewal contracts aligned with customer objectives.
- Act as an expert in deal construction and pricing strategy, designing renewals to create mutual benefit for customers and Cloudflare.
- Analyze data and leverage tools to identify selling opportunities and demonstrate business value.
- Drive strong alignment with the Sales team, contributing to team forecasting, planning, and targets.
- Develop and maintain long-term relationships with stakeholders within your account portfolio.
- Work cross-functionally with Product, Engineering, Support, Marketing, and other teams to resolve customer business issues and achieve customer goals.
- Manage customer feedback and product needs by relaying feature requests to internal partner teams.
- Prioritize effectively to manage multiple deals concurrently.
- Utilize Generative AI (LLMs) to draft renewal communications, synthesize review data, and prepare executive summaries.
- Leverage AI analytics tools to parse customer usage metrics and identify up-sell or cross-sell opportunities.
- Build automations to synchronize CRM data, update weekly forecasts, and trigger lifecycle alerts.
- Apply AI problem-solving skills to address challenges and advance the internet.
Requirements
- Minimum of 3 years of experience in a Customer Success/Account Management role or Inside or Field Sales.
- Fluency in Russian.
- 2+ years of industry experience, preferably in cloud security and/or performance industries.
- Bachelor's degree.