Note: The job is a remote job and is open to candidates in USA. CrowdStrike is a global leader in cybersecurity, dedicated to stopping breaches with an advanced AI-native platform. The Sr Technical Account Manager will provide proactive technical support to Premium Support customers, ensuring their success through onboarding, health checks, and customer advocacy.
Responsibilities
- Serve as primary technical contact and augment our customer support teams
- Onboard new customers to the CrowdStrike platforms
- Ensure customer success through proactive periodic health checks, product training, and developing and sharing best practices
- Serve as customer advocate with internal CrowdStrike stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties
- Engage with customers at all levels of their organization, from the front lines of the SOC to the C-suite
- Research customers’ technical issues in a timely manner and follow up with recommendations and action plans
- Escalate customer issues to management when appropriate
- Maintain control of the overall resolution for any escalated case, leading cross-functional groups as needed
- Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues
- Create knowledge base content to capture new learning for reuse throughout the company and user base
- Participate in technical communications within the team to share best practices and learn about new technologies and complimentary security applications
- Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
- Support the sales teams in identifying account expansion opportunities
- Drive support cases to ensure issues are being resolved in a timely manner
Skills
- Bachelor's Degree or equivalent experience
- Experience working with Windows Server Operating Systems
- Knowledge of enterprise web technologies, security and cutting-edge infrastructures
- Excellent customer service skills and ability to quickly establish technical credibility with customers
- Excellent communication skills, written and verbal
- Proven problem-solving skills
- Collaborative attitude
- Ability to travel up to 25%
- Commitment to customer success
- Bachelor's Degree in Computer Science or equivalent
- Professional fluency (written and verbal) in French
- CISSP or ITIL Certification
- 3+ years of Customer Success/Support/Technical Account Management experience in SaaS organization
- Deep expertise in Linux and Mac platforms
- Python Scripting and RestAPI experience
Benefits
- Market leader in compensation and equity awards
- Comprehensive physical and mental wellness programs
- Competitive vacation and holidays for recharge
- Paid parental and adoption leaves
- Professional development opportunities for all employees regardless of level or role
- Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections
- Vibrant office culture with world class amenities
- Great Place to Work Certified™ across the globe
Company Overview