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Customer Onboarding - Technical Account Manager (Remote)

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CrowdStrike

2mo ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    IT & Cybersecurity
  • United Kingdom, +15
    Remote
  • Quick Apply
    2hrs left

AI generated summary

  • You must have a degree or equivalent, 3+ years in Customer Success/Project Management in SaaS, expertise in Linux/Mac, skills in Windows Server, and strong customer service abilities.
  • You will onboard customers, lead implementations, resolve technical issues, drive success criteria, advocate for customers, create knowledge content, and ensure timely case resolution and renewals.

Requirements

  • Bachelor’s Degree or equivalent experience
  • Experience working with Windows Server Operating Systems
  • Knowledge of enterprise web technologies, security and cutting-edge infrastructures
  • Excellent customer service skills and ability to quickly establish technical credibility with customers
  • Excellent communication skills, written and verbal
  • Proven problem-solving skills
  • Collaborative attitude
  • Ability to travel up to 25%
  • Commitment to customer success
  • Bachelor’s Degree in Computer Science or equivalent
  • ITIL or PMP Certification
  • 3+ years of Customer Success/Project Management/Technical Account Management experience in SaaS organization
  • Deep expertise in Linux and Mac platforms

Responsibilities

  • Onboard new Mid-Market CrowdStrike Premium Support Customers
  • Work with customers and account teams to identify and deliver success criteria for the first 90 days
  • Provide project leadership for new customer implementations
  • Identify opportunities for process improvement
  • Serve as customer advocate with internal CrowdStrike stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties.
  • Engage with customers at all levels of their organization, from the front lines of the SOC to the C-suite.
  • Research customers’ technical issues in a timely manner and follow up with recommendations and action plans.
  • Escalate customer issues to management when appropriate.
  • Maintain control of the overall resolution for any escalated case, leading cross-functional groups as needed.
  • Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues.
  • Create knowledge base content to capture new learning for reuse throughout the company and user base.
  • Participate in technical communications within the team to share best practices and learn about new technologies and complimentary security applications.
  • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
  • Drive support cases to ensure issues are being resolved in a timely manner

FAQs

Is this position remote?

Yes, this position is fully remote.

What does a Technical Account Manager at CrowdStrike do?

A Technical Account Manager provides proactive technical support to Premium Support customers, onboard new customers, and acts as a customer advocate while ensuring customer success.

What qualifications are needed for this role?

A Bachelor's Degree or equivalent experience, knowledge of Windows Server Operating Systems, excellent customer service skills, problem-solving skills, and the ability to travel up to 25% are required.

Is experience in customer success or project management necessary?

Yes, 3+ years of experience in Customer Success, Project Management, or Technical Account Management in a SaaS organization is preferred.

Are there any specific certifications that are favored for this role?

Yes, ITIL or PMP Certification is preferred for candidates applying for this position.

What is the expected travel required for this job?

The position may require up to 25% travel.

What kind of technical issues will I be handling?

You will handle technical issues related to enterprise web technologies, security, and cutting-edge infrastructures, particularly focusing on customer inquiries and system implementation.

Can I apply if I have experience in Linux and Mac platforms?

Yes, deep expertise in Linux and Mac platforms is preferred for the role and can enhance your application.

What benefits does CrowdStrike offer?

CrowdStrike offers competitive compensation, wellness programs, vacation and parental leave, professional development opportunities, and a vibrant office culture among other benefits.

How does CrowdStrike support diversity and inclusion?

CrowdStrike is committed to fostering a culture of belonging where everyone is valued and empowered to succeed, and they support veterans and individuals with disabilities through their affirmative action program.

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CrowdStrike

Technology
Industry
5001-10,000
Employees

Mission & Purpose

CrowdStrike (Nasdaq: CRWD), a global cybersecurity leader, has redefined modern security with the world’s most advanced cloud-native platform for protecting critical areas of enterprise risk — endpoints and cloud workloads, identity and data. Powered by the CrowdStrike Security Cloud and world-class AI, the CrowdStrike Falcon® platform leverages real-time indicators of attack, threat intelligence, evolving adversary tradecraft and enriched telemetry from across the enterprise to deliver hyper-accurate detections, automated protection and remediation, elite threat hunting and prioritized observability of vulnerabilities. Purpose-built in the cloud with a single lightweight-agent architecture, the Falcon platform delivers rapid and scalable deployment, superior protection and performance, reduced complexity and immediate time-to-value. CrowdStrike: We stop breaches.