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- Technical Account Manager
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Sr. Technical Account Manager (Remote)
Company | CrowdStrike |
Address | Toronto, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Computer and Network Security |
Expires | 2023-09-01 |
Posted at | 9 months ago |
#WeAreCrowdStrike and our mission is to stop breaches. As a global leader in cybersecurity, our team changed the game. Since our inception, our market leading cloud-native platform has offered unparalleled protection against the most sophisticated cyberattacks. We’re looking for people with limitless passion, a relentless focus on innovation and a fanatical commitment to the customer to join us in shaping the future of cybersecurity. Consistently recognized as a top workplace, CrowdStrike is committed to cultivating an inclusive, remote-first culture that offers people the autonomy and flexibility to balance the needs of work and life while taking their career to the next level. Interested in working for a company that sets the standard and leads with integrity? Join us on a mission that matters - one team, one fight.
- Maintain control of the overall resolution for any escalated case, leading cross-functional groups as needed.
- Ensure customer success through proactive periodic health checks, product training, and developing and sharing best practices.
- Support the sales teams in identifying account expansion opportunities.
- Serve as primary technical contact and augment our customer support teams
- Participate in technical communications within the team to share best practices and learn about new technologies and complimentary security applications.
- Create knowledge base content to capture new learning for reuse throughout the company and user base.
- Escalate customer issues to management when appropriate.
- Onboard new customers to the CrowdStrike platforms.
- Drive support cases to ensure issues are being resolved in a timely manner.
- Engage with customers at all levels of their organization, from the front lines of the SOC to the C-suite.
- Serve as customer advocate with internal CrowdStrike stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties.
- Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
- Research customers’ technical issues in a timely manner and follow up with recommendations and action plans.
- Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues.
- Excellent customer service skills and ability to quickly establish technical credibility with customers
- Experience working with Windows Server Operating Systems
- Proven problem-solving skills
- Bachelor’s Degree or equivalent experience
- Excellent communication skills, written and verbal
- Collaborative attitude
- Ability to travel up to 25%
- Knowledge of enterprise web technologies, security and cutting-edge infrastructures
- Commitment to customer success
- CISSP or ITIL Certification
- Python Scripting and RestAPI experience
- Bachelor’s Degree in Computer Science or equivalent
- Deep expertise in Linux and Mac platforms
- 3+ years of Customer Success/Support/Technical Account Management experience in SaaS organization
- A variety of professional development and mentorship opportunities
- Remote-first culture
- Comprehensive and inclusive health benefits
- Paid parental leave, including adoption
- Offices with stocked kitchens when you need to fuel innovation and collaboration
- Competitive vacation and flexible working arrangements
- Market leader in compensation and equity awards
- Physical and mental wellness programs
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