Snr Manager, Life Cycle Management

Cloudflare

Full Time

Lisbon, Portugal

4 months ago

Apply now

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!

What we’re looking for:

As the Senior Manager, Life Cycle Management as part of the Global Commercial Solutions Revenue Operations team for Cloudflare, you will lead a team of Renewal Specialists and Renewal Admins that are aligned globally with the Revenue organization to support Account Executives and Customer Success Managers with proactively engaging with our customers with the objective of increasing the likelihood of high renewal rates among existing customers. This team has both customer facing team members responsible for closing not at risk renewals and members that support the renewal process for direct and partner led opportunities.

Responsibilities:

Collaborate closely with the sales and customer success teams to align renewal strategies with overall customer engagement and retention efforts. Share insights, coordinate efforts, and leverage each other's expertise to ensure a seamless customer experience and increase renewal rates.

Enhance the life cycle selling motion to proactively engage with customers throughout their subscription period by driving alignment of the AE, CSM and Renewal Specialists activities to understand customers satisfaction levels, identify any challenges they may be facing, and offer solutions or support to greenlight the renewal.

In partnership with the Sales Program Manager develop and execute targeted renewal campaigns to engage customers and remind them of the upcoming renewal.

Identify opportunities to upsell or cross-sell additional services or features to existing customers.

Leverage data and analytics to identify at-risk customers, churn indicators, and renewal patterns.

Operationally develop a cadence that will foster strong relationships with customers by maintaining regular communication, understanding their needs, and providing exceptional customer service.

Understand Cloudflare’s contracting policies and processes to drive win-win solutions.

Qualifications

Minimum five years of progressive Sales Ops, Sales, or Customer Success experience with demonstrated understanding of customer needs, renewals processes, and strategies for driving high renewal rates.

Strong leadership skills including ability to motivate and inspire your team, provide guidance and support, and drive performance.

Proficiency with CRM systems (e.g. SFDC, Oracle, Microsoft) with the ability to generate customer data, track renewal progress, and generate reports and insights.

Excellent communication and interpersonal skills both written and verbal to effectively engage with customers and collaborate with internal stakeholders.

Ability to analyze data, identify trends, and draw meaningful conclusions.

Strong business acumen including knowledge of how to manage as-a-Service business.

Ability to set and achieve renewals targets.

Strategic thinker, collaborative, and desire to continuously learn.

G-Suite or Microsoft Suite experience.

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.

Path Forward Partnership: Since 2016, we have partnered with Path Forward, a nonprofit organization, to create 16-week positions for mid-career professionals who want to get back to the workplace after taking time off to care for a child, parent, or loved one.

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 you!

This 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 hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.