Technical Account Manager Mid

What You'll Do:

• Serve as primary technical contact and augment our customer support teams
• Onboard new customers to the CrowdStrike platforms.
• Ensure customer success through proactive periodic health checks, product training, and developing and sharing best practices.
• 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.
• Support the sales teams in identifying account expansion opportunities.
• Drive support cases to ensure issues are being resolved in a timely manner.

What You'll Need:

• 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
• Professional fluency with the English Language.
• Proven problem-solving skills
• Collaborative attitude
• Ability to travel up to 25%
• Commitment to customer success

Preferred Qualifications:

• Bachelor’s Degree in Computer Science or equivalent
• CISSP or ITIL Certification
• 3+ years of Customer Success/Support/Technical Account Management experience in SaaS organization
• Deep expertise in Linux and Mac platforms
• Python Scripting and RestAPI experience