Sr. Technical Account Manager (Remote, AUS) (crowdstrike)

Job Description

​​#WeAreCrowdStrike and our mission is to stop breaches. As a global leader in cybersecurity, our team changed the game. Since our inception, our market leading cloud-native platform has offered unparalleled protection against the most sophisticated cyberattacks. We’re looking for people with limitless passion, a relentless focus on innovation and a fanatical commitment to the customer to join us in shaping the future of cybersecurity. Consistently recognized as a top workplace, CrowdStrike is committed to cultivating an inclusive, remote-first culture that offers people the autonomy and flexibility to balance the needs of work and life while taking their career to the next level. Interested in working for a company that sets the standard and leads with integrity? Join us on a mission that matters - one team, one fight.

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.

What You'll Do:

• 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 10 years equivalent experience

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• 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

• 10+ years of Technical Account Management

• Deep expertise in Windows, Linux and Mac platforms

• Python Scripting and RestAPI experience

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Benefits of Working at CrowdStrike:

• Remote-first culture

• Market leader in compensation and equity awards with option to participate in ESPP in eligible countries

• Competitive vacation and flexible working arrangements

• Physical and mental wellness programs 

• Paid parental leave, including adoption 

• A variety of professional development and mentorship opportunities

• Access to CrowdStrike University, LinkedIn Learning and Jhanna

• Offices with stocked kitchens when you need to fuel innovation and collaboration

• Birthday time-off in your local country

• Work with people who are passionate in our mission and Great Place to Work certified across the globe