IT Product Manager, Post-Sale Technology

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

Cloudflare’s IT + Enterprise Engineering, Planning and Governance Team is a crucial pillar of the CIO Organization. It manages programs and initiatives across IT Infrastructure, Enterprise Systems, and Enterprise Engineering to enable Cloudflare internal teams to operate most efficiently. The team establishes end-to-end governance principles and frameworks, leads business partnering, drives program planning, execution and demand capacity management.

What you'll do

• Operates as the main point of contact for the customer success and customer support teams, representing IT and Enterprise Engineering in promoting enterprise systems, services and capabilities.
• Craft & deliver the roadmap for Customer Success and Customer Support technologies in collaboration with the business stakeholders and ensure that it aligns with the overall product and company vision. 
• Gather business requirements with the ability to translate to technical requirements across the systems landscape for the customer success and customer support key processes within conversation intelligence, support SLAs, etc.
• Establish routine alignment/consultation meetings with business partners to understand needs and priorities while helping define the product vision in consideration with long term ROI using an E2E strategic mindset.
• Track the technology market discovering and staying attuned to newly released customer success and support applications and/or new product capabilities that align with existing technology in Cloudflare’s techstack.
• Bring a strong knowledge of Customer Success and Customer Support technology capabilities to advise when existing system functionality can be leveraged vs. custom build options.
• Responsible for the joint development and implementation of system solution portfolio and roadmaps.
• Acts as the key liaison across all functional areas: System Operations, cross-functional partners, IT and Enterprise Engineering, and external service and system partners. Ensure solutions fit in the overall system architecture.
• Partners with the above stakeholders to identify multi-year system requirements and successfully navigate knowledge across technical and non-technical team members.
• Collaborates with the IT Planning and Governance team on the intake process and prioritization of projects across the company.
• Actively manage risks, communicate project updates including timelines, risks, changes, and dependencies with Program Management teams.

Examples of desirable skills, knowledge and experience

• 5+ years of previous Product Manager, Business Owner or Business Analyst experience specifically in the areas of marketing and sales systems or related environments.
• Experience with customer success (Gainsight) and customer support systems (SFDC Service Cloud), and integrations with GTM tools (Marketo, SFDC), and related systems.
• Familiarity with the customer journey to help develop and/or execute customer success and customer support technology programs, with experience around needs assessment and systems rollout.
• Excellent communication skills both written and verbal with an ability to work at all levels of the organization including technical and non-technical audiences.
• Ability to understand complex product functionality, design and technical issues, in order to drive the right priorities, trade-offs, and resolutions.
• Prior experience in Agile/sprint development workflows preferred.
• Independent self-starter with history of accounta