Implementation Manager- Network Services

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! 

Working Hours:   Wednesday - Sunday, 9:00am - 6:00pm Saturday - Wednesday 9:00am - 6.00pm

About the Department

The Cloudflare One team works across Cloudflare’s Sales, Product Management and Marketing organizations as an overlay function supporting the Cloudflare One products. Our primary goal is to deliver revenue growth by closely working with sales to drive customer evaluation cycles, actionable insights to marketing to support top of funnel activities, and market feedback to product management to guide the roadmap. Cloudflare’s success is predicated on continued growth and evolution, and this team is on the tip of the spear. 

What you'll do

Cloudflare is an established leader in the security space with thousands of enterprise customers. As an Implementation Manager (IM), you will work with Cloudflare One customers, specifically those that purchase Cloudflare’s Network Services, ensuring a successful implementation of Cloudflare Technologies. You will capture project parameters, design solutions, manage risk and deliver within customer expectations. 

Responsibilities

• Partner with Sales Specialists, Technical Product Specialists and Security Operations Center in guiding customers through Network Services onboarding. This includes being a lead project manager and communicator to newly signed customers regarding the onboarding process, information needed and managing multiple timelines.  
• Set implementation schedules with Network Services customers and drive internal teams toward completion of tasks to ensure schedules are met. 
• Build Network Services onboarding guides, scripts, runbooks and materials for both customers and internal teams. 
• Work process improvements into Network Services onboardings by partnering with internal teams. This includes updating and retiring aspects of the current workflow as features are added and automated. 

Requirements

• 5+ years of customer management or project management experience. Relevant experience could include Customer Success Manager, Technical Project Manager, Implementation Manager and/or Solutions Engineer. 
• Ability to work with all levels of an organization (both internally and externally) with experience of both working cross-functionally and geographically. 
• Ability to plan for and deliver a project on a specific deadline. 
• Strong interpersonal communication (verbal and written) and organizational skills.
• Highly motivated, driven and passionate about technology and customer success.
• Anticipates needs, innovates, multi-tasks and excels in a fast-paced environment.
• Experience with Salesforce and the Atlassian Suite (Confluence/JIRA). 
• Technical experience might include a combination of the skills below:
  • 5+ years experience working in a technical support, security operations center or other highly technical team.
  • Deep understanding of how the internet works. 
  • Layers and protocols of the OSI model, such as TCP/IP, UDP, TLS, DNS, HTTP.
  • Reverse and forward proxies and the application of both.
  • IPv4/6, VPNs, router and L3/L4 and next gen firewall configuration, SDN and overall IT networking related best practices.
  • Demonstrated experience with BGP (network design & implementation), tunneling technologies such as GRE & IPSec, MPLS, SD-WAN, NetFlow and/or sFlow.

Preferred skills

• English speaking preferred.

What Makes Cloudflare Spe