Technical Account Manager - Tech Touch (Remote) (crowdstrike)

Job Description

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 an inclusive 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:

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 a technical contact and augment our customer support teams

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• Participate with onboarding process

• Perform quarterly health checks and business reviews

• Participate in TAM on-call rotation (during normal business hours) helping answer customer inquiries and case escalation requests.

• Escalate customer issues to management when appropriate.

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

• Leverage knowledge content and systems to obtain product expertise

• Participate in 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 teams to remediate and ensure a successful renewal and upsell of product

• 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

• Experience working with Windows 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

• Commitment to customer success

Bonus Points:

• Bachelor’s Degree in related field

• 3+ years of Customer Success/Support/Technical Account Management experience in SaaS organization

Benefits of Working at CrowdStrike:

• Remote-friendly and flexible work culture

• 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 Resource Groups, geographic neighbourhood groups and volunteer opportunities to build connections

• Vibrant office culture with world class amenities

• Great Place to Work Certified™ across the globe

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