Senior Technical Account Manager – Public Sector/Gov

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

📋 Description

• Act as the main technical liaison while enhancing customer support teams.

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

• Ensure customer satisfaction through proactive health assessments, product training, and the sharing of best practices.

• Represent customer interests to internal CrowdStrike stakeholders.

• Interact with customers across all levels, from SOC personnel to C-suite executives.

• Investigate customers’ technical challenges and provide follow-up recommendations and action plans.

• Elevate customer issues to management when necessary.

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

• Utilize internal technical expertise, development engineers, knowledge bases, and internal tools to deliver effective solutions.

• Generate knowledge base content to document new insights.

• Engage in technical communications to share best practices and learn about emerging technologies and complementary security applications.

• Identify potential renewal risks and collaborate with internal teams to facilitate successful renewals.

• Assist sales teams in uncovering opportunities for account growth.

• Manage support cases to guarantee timely resolutions.

⛳️ Requirements

• Bachelor’s Degree or equivalent experience.

• Proficiency with Windows Server Operating Systems.

• Understanding of enterprise web technologies, security, and advanced infrastructures.

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

• Strong communication skills, both written and verbal.

• Demonstrated problem-solving capabilities.

• Team-oriented mindset.

• Willingness to travel up to 25% of the time.

• Dedication to customer success.

• Proven experience using AI technologies to improve decision-making, streamline workflows, enhance efficiency, and drive business results.

• This position will require the candidate to periodically undergo and pass additional background and fingerprint checks in accordance with government customer requirements.

• Bachelor’s Degree in Computer Science or a related field.

• CISSP or ITIL Certification.

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

• Extensive knowledge of Linux and Mac operating systems.

• Experience with Python scripting and REST API.

🏝️ Benefits

• Eligibility for bonuses.

• Equity grants.

• Health insurance.

• 401k plan.

• Paid time off.

• Comprehensive wellness programs for both physical and mental health.

• Competitive vacation policies and holidays for relaxation.

• Paid parental and adoption leave.

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

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

• A lively office culture featuring world-class amenities.