Sr. Technical Account Manager Remote, CAN

As a global leader in cybersecurity, CrowdStrike protects the people, processes and technologies that drive modern organizations. Since 2011, our mission hasn't changed - we're here to stop breaches, and we've redefined modern security with the world's most advanced AI-native platform. Our customers span all industries, and they count on CrowdStrike to keep their businesses running, their communities safe and their lives moving forward. We're also a mission-driven company. We cultivate a culture that gives every CrowdStriker both the flexibility and autonomy to own their careers. We're always looking to add talented CrowdStrikers to the team who have limitless passion, a relentless focus on innovation and a fanatical commitment to our customers, our community and each other. Ready to join a mission that matters? The future of cybersecurity starts with you.

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 Sr Technical Account Manager with CrowdStrike you will provide proactive technical support to our Premium Support customers. At CrowdStrike, you will be working with people who 'wrote the book' on hacking and internet security. We care deeply about our customers' success. We ensure they are protected, stable, and empowered to stop breaches. 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.

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.

Proven problem-solving skills.

Collaborative attitude.

Ability to travel up to 25%.

Commitment to customer success.

Bonus Points

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.

Expérience/diplômes Souhaités

Baccalauréat ou expérience équivalente

Français natif ou bilingue

Expérience des systèmes d'exploitation Windows Server

Connaissance des technologies web d'entreprise, de la sécurité et des infrastructures de pointe

Excellentes compétences en matière de service à la clientèle et capacité à établir rapidement une crédibilité technique auprès des clients

Excellentes compétences en communication, écrite et orale

Compétences éprouvées en matière de résolution de problèmes

Sens de la collaboration

Capacité à voyager jusqu'à 25 % du temps

Engagement pour la réussite des clients

Expérience/diplômes Souhaités (Suite)

Baccalauréat en informatique ou équivalent

Certification CISSP ou ITIL

Au moins 3 ans d'expérience dans la gestion des comptes techniques, de l'assistance et de la réussite des clients dans une organisation SaaS

Connaissances approfondies des plateformes Linux et Mac

Expérience dans les scripts Python et l'interface RestAPI

Benefits Of Working At CrowdStrike

Market leader in compensation and equity awards

Comprehensive physical and mental wellness programs

Competitive vacation and holidays for recharge

Paid parental and adoption leaves

Professional development opportunities for all employees regardless of level or role

Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections

Vibrant office culture with world class amenities

Great Place to Work Certified across the globe

CrowdStrike is proud to be an equal opportunity employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. We support veterans and individuals with disabilities through our affirmative action program. CrowdStrike is committed to providing equal employment opportunity for all employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race, color, creed, ethnicity, religion, sex, sexual orientation, gender identity, marital or family status, veteran status, age, national origin, physical disability, mental disability, medical condition, genetic information, membership or activity in a local human rights commission, status with regard to public assistance, or any other characteristic protected by law. We base all employment decisions on valid job requirements.

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