Technical Account Manager II (Remote)

$80,000 - $135,000/Yr

CrowdStrike

Full-time - Mid Level

Remote

Professional, Scientific, and Technical Services

About the position

As a Technical Account Manager at CrowdStrike, you will provide proactive technical support to Premium Support customers, ensuring their success and satisfaction with our cybersecurity solutions. This role involves onboarding new customers, conducting health checks, and advocating for customer needs within the organization. You will engage with customers at all levels, from operational teams to executives, and leverage internal resources to resolve technical issues effectively. Your commitment to customer success and technical expertise will be crucial in driving account expansion and maintaining strong relationships.

Responsibilities

• Serve as primary technical contact and augment 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.
• 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 to provide 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.
• 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.

Requirements

• 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%.

Nice-to-haves

• 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.

Benefits

• Remote-first culture
• Market leader in compensation and equity awards
• Competitive vacation and flexible working arrangements
• Comprehensive and inclusive health benefits
• Physical and mental wellness programs
• Paid parental leave, including adoption
• A variety of professional development and mentorship opportunities
• Offices with stocked kitchens when you need to fuel innovation and collaboration