Customer Success Operations Specialist
vor 1 Monat
At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world's largest networks that powers millions of websites and other 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 usAvailable Location: Sydney, AustraliaAbout the roleWe are looking for a strong team player to join our team as part of the Revenue Operations Organization, reporting to the Manager, Customer Success Strategy & Operations. As a Customer Success Operations Specialist, you will play a pivotal role in supporting the Customer Success and Sales organization in provisioning and deprovisioning services for our Enterprise customers throughout their lifecycle - from the initial onboarding and expansion, to renewal and offboarding.You will also collaborate closely with cross-functional teams to identify opportunities for growth, streamline processes, evaluate and implement solutions that drive efficiency gains, automation and accelerate business growth.ResponsibilitiesSuccessfully execute incoming provisioning and deprovisioning requests for Cloudflare Enterprise Customers in line with the agreed SLAs.Collaborate with the internal Cloudflare teams (Product, Fintech Engineering, Support, Customer Success, Sales etc.) to identify opportunities for automation, as well as process, documentation and tool improvements.Test and evaluate solutions & tools which will help to accelerate provisioning capabilities, and enhance the overall customer experience.Ensure ticket hygiene for accurate reporting and route the out of scope requests to the relevant teams to ensure fast resolution.Foster a culture of continuous improvement, collaboration, and operational excellence.RequirementsMin. 3 years of proven experience in business support, customer support, customer success, provisioning management, or a related role, preferably in a fast-paced technology or SaaS environment.Strong understanding of provisioning and support ticket management.Experience with SQL and API tools such as Postman or Bruno, with the ability to create new API calls.A quick learner with attention to details and passion for driving continuous improvement.Self-starter with the ability to work independently, adjust priorities to work efficiently and meet SLAs.Excellent communication and interpersonal skills.What Makes Cloudflare Special?We're not just a highly ambitious, large-scale technology company. We're a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.Project Galileo: We equip politically and artistically important organizations and journalists with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare's enterprise customers--at no cost.Athenian Project: We created Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration.1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here's the deal - we don't store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.Sound like something you'd like to be a part of? We'd love to hear from youThis position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at ****** or via mail at 101 Townsend St. San Francisco, CA 94107.
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