Sr. Technical Account Manager

About the Role:

Are you passionate about Internet Security and Customer Advocacy?  Do you want to work where the people are as committed and as passionate as you are? As a Sr Technical Account Manager with CrowdStrike you will provide proactive technical support to our Premium Support customers.  

At CrowdStrike, you will be working with people who “wrote the book” on hacking and internet security.  We care deeply about our customers’ success.  We ensure they are protected, stable, and empowered to stop breaches.  To be successful in this role, you must be a motivated self-starter, be committed to ongoing self-education, possess strong customer service skills and have excellent technical problem-solving skills

What You'll Do:

• 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.

What You'll Need:

• 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.

Preferred Qualifications:

• Bachelor’s Degree in Computer Science or equivalent.

• 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.

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