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 through its advanced AI-native platform. The Customer Onboarding Technical Account Manager will engage with customers post-sale, guiding them through the integration process and ensuring their long-term success with CrowdStrike's services.
Responsibilities
- Onboard new Mid-Market CrowdStrike Premium Support Customers
- Work with customers and account teams to identify and deliver success criteria for the first 90 days
- Provide project leadership for new customer implementations
- Identify opportunities for process improvement
- 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
- Drive support cases to ensure issues are being resolved in a timely manner
Skills
- Bachelor's Degree or equivalent experience
- Professional fluency with the English language
- 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
- Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes
- Commitment to customer success
- Bachelor's Degree in Computer Science or equivalent
- ITIL or PMP Certification
- 5+ years of Customer Success/Project Management/Technical Account Management experience in SaaS organization
- Deep expertise in Linux and Mac platforms
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
- Eligibility for bonuses, equity grants and a comprehensive benefits package that includes health insurance, 401k and paid time off
Company Overview