Implementation Manager - Network Services

• Plan and deliver timely and organized services for customers, ensure customers see the full value in Cloudflare's products and advice on product best practices.
• Gather business and technical requirements, use cases and any other information required to build, migrate and deliver a solution on behalf of the customer and transition the Cloudflare working environment to the customer. Produce a Solution Design, HLD, LLD, databuilds, procedures, scripts, test plans, drawings, deployment plan, migration plan, as-builts, and any other artifacts necessary to deliver the solution and transition smoothly into the customer's technical teams.
• Implement changes on behalf of the customer in the Cloudflare environment following the customer's change management process. Provide guidance to the customer to configure their CPEs and integration points.
• Troubleshoot implementation issues and collaborate with Customer Support, Engineering and other teams to assist technical escalations.
• Contribute towards the success of the organization through knowledge sharing activities such as contributing to internal and external documentation, answering technical Q&A, and helping to iterate on best practices. Support building operational assets like templates, automation scripts, procedures, workflows, etc.

• 5+ years of customer management or project management experience. Relevant experience could include Customer Success Manager, Technical Project Manager, Implementation Manager and/or Solutions Engineer.
• Ability to work with all levels of an organization (both internally and externally) with experience of both working cross-functionally and geographically.
• Ability to plan for and deliver a project on a specific deadline.
• Strong interpersonal communication (verbal and written) and organizational skills.
• Highly motivated, driven and passionate about technology and customer success.
• Anticipates needs, innovates, multi-tasks and excels in a fast-paced environment.
• Experience with Salesforce and the Atlassian Suite (Confluence/JIRA).
• Familiar with IT networking and general understanding of how the internet works e.g.: BGP, TCP/IP & IPv4/6, GRE tunnels, VPNs, IPSec, router and L3/4 and next-gen firewalls configuration, software defined networking and overall IT networking related best practices.
• Technical experience might include a combination of the skills below:

• 5+ years experience working in a technical support, security operations center or other highly technical team.
• Deep understanding of how the internet works.
• Layers and protocols of the OSI model, such as TCP/IP, UDP, TLS, DNS, HTTP.
• Reverse and forward proxies and the application of both.
• IPv4/6, VPNs, router and L3/L4 and next gen firewall configuration, SDN and overall IT networking related best practices.
• Demonstrated experience with BGP (network design & implementation), tunneling technologies such as GRE & IPSec, MPLS, SD-WAN, NetFlow and/or sFlow.

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