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Technical Account Manager (Remote)

Apply Job ID R4720 Date posted 08/26/2021

At CrowdStrike we’re on a mission - to stop breaches. Our groundbreaking technology, services delivery, and intelligence gathering together with our innovations in machine learning and behavioral-based detection, allow our customers to not only defend themselves, but do so in a future-proof manner. Because of that we’ve earned numerous honors and top rankings for our technology, organization and talent. Our culture was purpose-built to be remote first, and we offer flexible work arrangements to help our people manage their personal and professional lives in a way that works for them. If you’re ready to work on unrivaled technology with a team that makes a difference every day, let’s talk.

About the Role

To be successful in this role, you must be a motivated self-starter, be committed to ongoing self-education, possess strong customer service skills and have excellent technical problem solving skills.

Responsibilities:

  • Serve as primary technical contact and augment our customer support teams

  • Onboard new Elite Enterprise customers to the CrowdStrike platform.

  • Ensure customer success through proactive periodic health checks, product training, and developing and sharing best practices focusing on Executive level interaction\

  • Lead efforts with internal CrowdStrike stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties.

  • Leads meetings with Product Leadership to ensure customer must-have features and impacting issues are addressed

  • Be the solution expert from the front lines of the SOC to the C-suite.

  • Research complex technical issues in a timely manner and follow up with recommendations and action plans.

  • Drive escalations with executive management and stakeholders

  • Lead cross-functional groups to achieve resolution for any escalated issues.

  • Contribute and utilize internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues

  • Create knowledge content and systems to capture new learning for reuse throughout the company and user base.

  • Lead technical communications within the team to share best practices and learn about new technologies and complimentary security applications.

  • Manage renewal risk and collaborate with sales executive teams to remediate and ensure a successful renewal and upsell of product across assigned territory

  • Conduct and lead quarterly onsite briefings with customers and executive staff.

  • Participate in corporate mentorship program.

What You’ll Need:

  • Bachelor’s Degree or 8 years equivalent experience

  • Industry recognized security certification

  • Completed all required learning tracks

  • Experience working with all supported operating systems

  • Knowledge of enterprise web technologies, security and cutting-edge

  • Infrastructures

  • Network infrastructure experience

  • Security Operations Center working knowledge experience

  • Excellent customer service skills and ability to quickly establish technical credibility with customers

  • Excellent communication skills, written and verbal with the ability to effectively communicate at all levels.

  • Experience working independently to determine methods and procedures on new assignments

  • Demonstrable problem-solving skills

  • Collaborative attitude

  • Ability to travel up to 25%

  • Commitment to customer success

Bonus Points:

  • Master’s Degree in related field

  • CISSP or ITIL Certification

  • 8+ years of Technical Account Management

  • Deep expertise in Windows, Linux and Mac platforms

  • Python Scripting and RestAPI experience

#LI-IO1

#LI-Remote

Benefits of Working at CrowdStrike:

  • Remote-friendly culture

  • Market leader in compensation and equity awards

  • Competitive vacation and flexible working arrangements 

  • Paid Parental Leave, including adoption 

  • Wellness programs

  • A variety of professional development and mentorship opportunities

  • Open offices have stocked kitchens, coffee, soda and treats

We are committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard and empowered to bring their full, authentic selves to work.

CrowdStrike is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

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