Customer Experience Manager - UKI
Hybrid
Posted 20h ago
Job Location
Hybrid
Remote Work Policy
On-site
Categories
Applied AI Engineer
About the job
Cloudflare is seeking a Customer Experience Manager to lead the post-sale customer journey, focusing on onboarding, long-term 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 driving successful renewals, maximizing upsells, and minimizing churn. You will collaborate closely with the Sales team to maintain accurate forecasts and contribute to 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.
Responsibilities
- Manage the entire customer lifecycle, from onboarding through renewal.
- Serve as a trusted advisor, helping customers adopt Cloudflare products and services to meet their needs and achieve success.
- Collaborate with account teams to develop and execute long-term success plans for large customers, facilitating retention and growth.
- Present relevant product 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.
- Demonstrate how customer engagement impacts revenue growth and adoption of Cloudflare solutions.
- Own and drive renewals for your book of business, maintaining and reporting an accurate weekly forecast.
- Negotiate and execute renewal contracts aligned with customer objectives.
- Design renewals to create win-win scenarios for customers and Cloudflare, leveraging expertise in deal construction and pricing strategy.
- Analyze data and use tools to identify selling opportunities and 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 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 simultaneously.
- 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 streamline workflows.
Requirements
- Experience in customer success, account management, or a related client-facing role.
- Proven ability to build strategic relationships and act as a trusted advisor.
- Experience in managing contract renewals and driving customer retention.
- Strong understanding of sales processes, forecasting, and deal negotiation.
- Ability to articulate ROI and business value to stakeholders.
- Experience collaborating with cross-functional teams (Sales, Product, Engineering, Support, Marketing).
- Proficiency in data analysis and leveraging tools to identify opportunities.
- Familiarity with AI-driven optimization and workflow automation.
- Mastery of LLMs for drafting communications and synthesizing data.
- Proficiency in AI analytics tools for customer usage metrics.
- Ability to build automations for CRM synchronization and forecasting.