Director, APJC Customer Solutions Engineering

Available Location: Singapore

What you’ll do as a Customer Solutions Engineer (CSE) Director

You are the team enabler, point of reference and coach. You will work closely with our Enterprise customers by shadowing and improving your team’s technical expertise. You will take care of new team members and you will ensure work loads are equally distributed within the team. You are personable and can provide constructive feedback when necessary. You will help escalate and identify issues quickly and efficiently and you will work with the other team leads and the regional lead to ensure proper regional coordination. You help drive adoption, retention and expansion with our customers.

To aid your team, you will work closely with every team at Cloudflare, from Sales and Product, through to Engineering and Customer Support. Your goal of customer success should drive you through the entire organization as you seek out and advise your team on how to create scalable solutions for your customer’s needs.

Examples of desirable skills, knowledge, experience and goals

Ultimately, you are passionate about technology, have the ability to explain complex technical concepts in easy-to- understand terms, and you like coaching and teaching. You are naturally curious, and an avid builder who is not afraid to get your hands dirty. On the Customer Solutions Engineering team, you will find a collaborative environment where everyone brings different strengths and jumps in to help each other and you will be an integral part of driving that culture.

Requirements

The Customer Solutions Engineer Director role has the same requirements as the Customer Solutions Engineering role with the following additions:

• Demonstrable experience in coaching, leadership skills or team management;
• Demonstrable experience in understanding and solving escalations, team issues or other management related scenarios;

Inter-Team Goals

• Cultivate cross success team (CSM and CSE) coordination, keep us all connected as one team;
• Drive a strong feedback loop between CSE and CSM teams to ensure a great customer experience;
• Facilitate knowledge transfer between customer success teams:
• Ensure the team learns from the great ideas of single team members;
• Ensure mistakes are not repeated within the team;
• Develop strong relationships outside of CSE organization to aid in escalation of issues (product/support/engineering/special projects/marketing/legal/etc);
• Maintain strong communications with Customer Success leaders;

Intra-Team Goals

• Keep the pulse of the team: who is happy, productive, performing. Know each member’s strengths and how they would each like to develop;
• Exemplify and cultivate positive culture traits;
• Provide support and confidence to team members;
• Cultivate a very open communication environment. Criticism is welcome and appreciated;
• Maintain culture of independence amongst team members while offering advice to team members on how to improve;

Personal Goals

• Foster technical success with customers by promoting strong adoption, retention, and growth of the existing user base.
• Maintain trust and respect from team and other stakeholders;
• Ability to handle any call, from any customer;

Responsibilities

• Workload Management;
• Conduct 1:1’s with team members;
• Act as point of escalation for team issues, escalate issues that can’t be solved in the team;
• Recruit, interview, and onboarding new team members;
• Manage performance of individual CSE