#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:
Are you passionate about Cloud Security and Customer Advocacy? Do you want to work where the people are as committed and as passionate as you are? As a Senior Technical Account Manager with CrowdStrike you will provide proactive technical support to our Strategic 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 with cloud-native services, infrastructure, and environments
Knowledge of enterprise application technologies, security and cutting-edge infrastructures
Technical understanding of incident response, computer forensics, network administration and management and cloud architecture and workload security technologies.
Excellent customer service skills and ability to quickly establish technical credibility with customers
Excellent communication skills, written and verbal
Ability to manage complex success plans for our largest customers
Proven problem-solving and organizational skills
Coachable and 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
5+ years of Customer Success/Support/Technical Account Management experience in SaaS organization
Deep expertise in Cloud and Application Infrastructure
Experience in scaling large organizations
#LI-Remote
#LI-RL1
Benefits of Working at CrowdStrike:
Remote-first culture
Market leader in compensation and equity awards
Competitive vacation and flexible working arrangements
Comprehensive and inclusive health benefits
Physical and mental wellness programs
Paid parental leave, including adoption
A variety of professional development and mentorship opportunities
Offices with stocked kitchens when you need to fuel innovation and collaboration
We are committed to fostering a culture of belonging where everyone feels seen, heard, valued for who they are and empowered to succeed. Our approach to cultivating a diverse, equitable, and inclusive culture is rooted in listening, learning and collective action. By embracing the diversity of our people, we achieve our best work and fuel innovation - generating the best possible outcomes for our customers and the communities they serve.
CrowdStrike is committed to maintaining an environment of Equal Opportunity and Affirmative Action. If you need reasonable accommodation to access the information provided on this website, please contact Recruiting@crowdstrike.com, for further assistance.
CrowdStrike participates in the E-Verify program.
CrowdStrike Canada ULC is committed to fair and equitable compensation practices. The base salary range for this position in Canada is $95,000 - $160,000 CAD per year + variable/incentive compensation + equity + benefits. A candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location.
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