Technical Account Manager II

📋 Description

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

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

• Drive customer success through proactive health checks, product training, and the development and dissemination of best practices.

• Represent the customer’s interests with internal CrowdStrike stakeholders to ensure that valuable feedback is properly documented and addressed.

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

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

• Elevate customer concerns to management when necessary.

• Oversee the overall resolution process for any escalated cases, coordinating 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 organization and user community.

• Engage in technical discussions within the team to share best practices and stay informed about new technologies and complementary security applications.

• Identify renewal risks and collaborate with internal teams to mitigate these risks and ensure successful renewals.

• Assist sales teams in recognizing opportunities for account expansion.

• Manage support cases to guarantee timely resolution of issues.

⛳️ Requirements

• Bachelor’s Degree or equivalent experience.

• Experience with Windows Server Operating Systems.

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

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

• Strong written and verbal communication skills.

• Professional proficiency in the English language.

• Demonstrated problem-solving capabilities.

• Collaborative mindset.

• Willingness to travel up to 25%.

• Dedication to ensuring customer success.

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

• CISSP or ITIL Certification (Preferred).

• Over 3 years of experience in Customer Success/Support/Technical Account Management within a SaaS environment (Preferred).

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

• Experience with Python scripting and REST APIs (Preferred).

🏝️ Benefits

• Competitive compensation and equity awards, leading the market.

• Comprehensive wellness programs for physical and mental health.

• Generous vacation and holiday policies for ample time to recharge.

• Paid parental and adoption leave.

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

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

• A vibrant office culture featuring world-class amenities.

• Certified as a Great Place to Work™ across the globe.