Manager, Presales Customer Engineering

About Us 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. At Cloudflare, we’re not looking for people who wait for a polished roadmap; we’re looking for the builders who see the cracks in the Internet that everyone else has simply learned to live with. We value candidates who have the instinct to spot a "normalized" problem and the AI-native curiosity to create a solution using the latest tools. Our culture is built on iteration, leveraging AI to ship faster today to make it better tomorrow, while ensuring that every improvement, no matter how small, is shared across the team to lift everyone up. If you’re the type of person who values curiosity over bureaucracy, and that AI is a partner in solving tough problems to keep the Internet moving forward, you’ll fit right in. Available Location: Sydney , Australia What you’ll do as a Manager, Customer Engineering You are the team enabler, point of reference and coach. You will work closely with our prospects and 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. The Customer Engineering Manager has a player/coach mindset and the ability/willingness to step into the field when needed, and lead by example. In addition, you will be expected to partner closely with peer sales leaders and drive to revenue targets. 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 Our Customer Engineers come from a wide range of backgrounds: solutions consulting, engineering, software development, product management, customer support & project delivery. We're serious about building a diverse team. When hiring we look for diversity of experience combined with genuine curiosity for our technology. 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 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 Manager, Customer Engineering role requires you to have the ability to effectively manage and grow your team, as well as possess the technical prowess expected of a Customer Engineer. Your capabilities may include a mix of the following: Demonstrable experience in leading the team with technical expertise and drive the team to adapt and to evolve with new technologies Demonstrable experience in coaching, leadership skills and team management Demonstrable experience in understanding and solving escalations, team issues or other management related scenarios Demonstrable experience in leading the team to achieve and deliver results such as PoC close win rate target and sales quota achievement target Minimum 5 years experience, as a Manager, in a pre-sales team and a good appreciation of the ANZ market Inter-Team Goals Cultivate cross CE team/office coordination, keep us all connected as one team Facilitate knowledge transfer between CE 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 CE organization to aid in escalation of issues (product/support/engineering/special projects/marketing/legal/etc) Maintain strong communications with Account Executives and Customer Success leads 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 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 Report on individual CE strengths and weaknesses Maintaining and managing relationships with key customers in the territory 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. 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