Senior Technical Account Manager

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

📋 Description

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

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

• Ensure customer satisfaction through proactive health checks, product training, and sharing best practices.

• Represent the customer's interests with internal CrowdStrike teams to ensure that necessary feedback is documented and addressed.

• Interact with customers at all levels within their organizations, from SOC personnel to C-suite executives.

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

• Elevate customer concerns to management when necessary.

• 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 for customer issues.

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

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

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

• Assist sales teams in identifying opportunities for account expansion.

• Manage support cases to guarantee that issues are resolved promptly.

⛳️ Requirements

• Bachelor’s Degree or equivalent professional experience.

• Experience with Windows Server Operating Systems.

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

• Exceptional customer service skills and the ability to rapidly establish technical credibility with clients.

• Strong communication skills, both written and verbal.

• Demonstrated problem-solving abilities.

• Cooperative team player.

• Willingness to travel up to 25%.

• Dedication to ensuring customer success.

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

• CISSP or ITIL Certification (Bonus Points).

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

• Extensive knowledge of Linux and Mac platforms (Bonus Points).

• Experience with Python scripting and REST API (Bonus Points).

🏝️ Benefits

• Industry-leading compensation and equity awards.

• Comprehensive programs for physical and mental wellness.

• Competitive vacation and holiday policies for relaxation and recharge.

• Paid parental and adoption leave.

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

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

• Dynamic office culture with top-notch amenities.

• Great Place to Work Certified™ globally.