Customer Onboarding - Technical Account Manager II

About the Role:

Are you passionate about Internet Security and Customer Advocacy? Do you want to work where the people are as committed and as passionate as you are? As a Customer Onboarding Technical Account Manager with CrowdStrike you will engage with a wide range of customers post sale and lead them through the integration process.  This starts with an internal hand-off with Sales all the way to a successful deployment, and hand-off to the sustained Technical Account Manager.  In this role, you will be responsible for assisting with provisioning new customers, documenting and overcoming challenges in the Onboarding phase, and setting our customers up for long-term engagement and success.  If this sounds good to you, we’d love you to consider joining us as a Customer Onboarding TAM.

What You'll Do:

• 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

What You'll Need:

• Bachelor’s Degree or equivalent experience
• Professional fluency with the English language
• 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

Preferred Qualifications:

• Bachelor’s Degree in Computer Science or equivalent
• ITIL or PMP Certification
• 5+ years of Customer Success/Project Management/Technical Account Management experience in SaaS organization
• Deep expertise in Linux and Mac platforms