Customer Onboarding – Technical Account Manager

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Facilitate the onboarding process for new Mid-Market CrowdStrike Premium Support Clients

• Collaborate with clients and account teams to define and achieve success metrics during the initial 90 days

• Provide leadership for project implementation for new customers

• Identify areas for process enhancement

• Act as a customer advocate among internal CrowdStrike stakeholders to ensure that necessary customer feedback is properly documented and evaluated

• Interact with customers at various organizational levels, ranging from SOC front-line staff to C-suite executives

• Investigate customers’ technical challenges promptly and provide recommendations and action plans

• Elevate customer concerns to management when necessary

• Maintain oversight of the overall resolution for any escalated cases, leading cross-functional teams as required

• Utilize internal technical expertise, including development engineers, knowledge bases, and other internal resources to deliver effective solutions to customer issues

• Develop knowledge base content to capture new insights for reuse across the company and user community

• Engage in technical discussions within the team to share best practices and explore new technologies and complementary security applications

• Recognize renewal risks and collaborate with internal teams to address them, ensuring successful renewals

• Manage support cases effectively to guarantee timely issue resolution

⛳️ Requirements

• Bachelor’s Degree or equivalent professional experience

• Proficient in the English language

• Experience with Windows Server Operating Systems

• Familiarity with enterprise web technologies, security, and modern infrastructures

• Exceptional customer service abilities and the capacity to rapidly establish technical credibility with clients

• Strong written and verbal communication skills

• Demonstrated problem-solving capabilities

• A collaborative mindset

• Willingness to travel up to 25%

• Dedication to customer success

• Bonus Points: Bachelor’s Degree in Computer Science or a related field

• ITIL or PMP Certification

• Over 3 years of experience in Customer Success, Project Management, or Technical Account Management within a SaaS organization

• Extensive knowledge of Linux and Mac systems

🏝️ Benefits

• Competitive compensation and equity awards as a market leader

• Comprehensive wellness programs for physical and mental health

• Generous vacation and holiday policies for rejuvenation

• Paid parental and adoption leave

• Opportunities for professional development for all employees, regardless of their level or role

• Employee Networks, local community groups, and volunteer opportunities to foster connections

• Dynamic office culture with top-tier amenities

• Great Place to Work Certified™ globally