Senior Technical Account Manager – Falcon Cloud Security

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

📋 Description

• Act as the main technical point of contact while enhancing customer support teams.

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

• Perform proactive health checks and deliver product training periodically.

• Create and disseminate best practices.

• Represent customers' interests with internal CrowdStrike stakeholders.

• Interact with customers ranging from SOC front line personnel to C-suite executives.

• Investigate technical issues and offer recommendations along with action plans.

• When necessary, escalate customer concerns to management.

• Maintain oversight of resolutions for escalated cases and guide cross-functional teams.

• Utilize internal technical resources, development engineers, knowledge bases, and tools to address customer issues.

• Generate content for the knowledge base.

• Engage in technical communications to exchange best practices and stay informed about new technologies and related security applications.

• Recognize renewal risks and partner with internal teams to guarantee successful renewals.

• Assist sales teams in pinpointing opportunities for account expansion.

• Ensure timely resolution of support cases.

⛳️ Requirements

• Bachelor’s Degree or equivalent experience.

• Familiarity with cloud-native services, infrastructure, and environments.

• Understanding of enterprise application technologies, security protocols, and innovative infrastructures.

• Technical knowledge in incident response, computer forensics, network administration and management, cloud architecture, and workload security technologies.

• Outstanding customer service capabilities and a knack for quickly establishing technical credibility with clients.

• Strong written and verbal communication skills.

• Competence in managing complex success plans for major customers.

• Demonstrated problem-solving and organizational abilities.

• Open to coaching and a collaborative mindset.

• Willingness to travel up to 25%.

• Dedication to customer success.

• Proven experience in leveraging AI technologies to enhance decision-making, optimize workflows and processes, boost efficiency, and drive business results.

• CISSP or ITIL Certification.

• Over 5 years of experience in Customer Success, Support, or Technical Account Management within a SaaS environment.

• Extensive knowledge in Cloud and Application Infrastructure.

• Experience in scaling large organizations.

• CrowdStrike is a participant in the E-Verify program.

🏝️ Benefits

• Leading market compensation and equity awards.

• Comprehensive wellness programs for physical and mental health.

• Competitive vacation and holiday policies for relaxation.

• Paid parental and adoption leave.

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

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

• Dynamic office culture featuring world-class amenities.

• Health insurance coverage.

• 401k plan.

• Paid time off.

• Bonus programs.

• Equity grants.