Available Location: Sydney, Australia
About the role
We 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.
Responsibilities
- Successfully 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.
Requirements
- Min. 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 We Do
Cloudflare, Inc. (NYSE: NET) is the leading connectivity cloud company on a mission to help build a better Internet. It empowers organizations to make their employees, applications and networks faster and more secure everywhere, while reducing complexity and cost. Cloudflare’s connectivity cloud delivers the most full-featured, unified platform of cloud-native products and developer tools, so any organization can gain the control they need to work, develop, and accelerate their business.
Powered by one of the world’s largest and most interconnected networks, Cloudflare blocks billions of threats online for its customers every day. It is trusted by millions of organizations – from the largest brands to entrepreneurs and small businesses to nonprofits, humanitarian groups, and governments across the globe.
Why Work With Us
Cloudflare employees come from all walks of life. We are mission-driven, and our team is energized by a collaborative, creative environment that celebrates our differences and fosters new ways to grow together.
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Employees engage in a combination of remote and on-site work.
We are committed to developing a global team that is distributed with a flexible working approach. Doing this equitably and inclusively is essential to our success. Visit our careers site for more on 'How & Where We Work.'
