Sr. Technical Account Manager
hace 1 semana
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 Senior Technical Account Manager with CrowdStrike you will provide proactive technical support to our Premium Support customers.
Primary 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 Csuite.
- 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 crossfunctional 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.
- 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.
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
LI-GT1
LI-EV1
LI-Remote
Benefits of Working at CrowdStrike:
- Remotefirst 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
- We are committed to fostering a culture of belonging where everyone feels seen, heard, valued for who they are and empowered to succeed. Our approach to cultivating a diverse, equitable, and inclusive culture is rooted in listening, learning and collective action. By embracing the diversity of our people, we achieve our best work and fuel innovation generating the best possible outcomes for our customers and the communities they serve.
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