Senior Technical Account Manager, CrowdStrike

• 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?
• 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
• 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

Desirable

• 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
• 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