Senior Technical Account Manager

📋 Description

• Act as the main technical liaison and support our customer service teams.

• Facilitate the onboarding process for new customers to the CrowdStrike platforms.

• Drive customer success by conducting regular health assessments, offering product training, and creating and sharing best practices.

• Represent the customer's voice with internal CrowdStrike teams to ensure that essential feedback is accurately recorded and evaluated by relevant parties.

• Interact with customers across various levels of their organization, from SOC personnel to executive leadership.

• Investigate customers' technical concerns promptly and provide follow-up recommendations and action plans.

• When necessary, escalate customer issues to management.

• Oversee the resolution process for any escalated cases, leading cross-functional teams as required.

• Utilize internal technical resources, including development engineers, knowledge bases, and other tools, to deliver effective solutions to customer challenges.

• Develop knowledge base articles to document new insights for future use within the company and user community.

• Engage in technical discussions within the team to exchange best practices and learn about new technologies and complementary security solutions.

• Identify renewal risks and work with internal teams to address these issues and secure successful renewals.

• Assist sales teams in recognizing opportunities for account expansion.

• Ensure timely resolution of support cases to address customer issues effectively.

⛳️ Requirements

• Bachelor’s Degree or equivalent experience.

• Experience with Windows Server Operating Systems.

• Familiarity with enterprise web technologies, security, and advanced infrastructures.

• Exceptional customer service abilities and a talent for quickly establishing technical credibility with clients.

• Strong written and verbal communication skills.

• Demonstrated problem-solving capabilities.

• A collaborative approach to teamwork.

• Willingness to travel up to 25%.

• Dedication to customer success.

• Bachelor’s Degree in Computer Science or a related field (Bonus Points).

• CISSP or ITIL Certification (Bonus Points).

• 3+ years of experience in Customer Success, Support, or Technical Account Management within a SaaS organization (Bonus Points).

• In-depth knowledge of Linux and Mac platforms (Bonus Points).

• Experience with Python scripting and RestAPI (Bonus Points).

🏝️ Benefits

• Competitive compensation and equity awards as a market leader.

• Comprehensive wellness programs for both physical and mental health.

• Generous vacation and holiday policies for relaxation and recharge.

• Paid parental and adoption leave policies.

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

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

• A dynamic office culture equipped with world-class amenities.

• Certified as a Great Place to Work™ globally.