Technical Account Manager II - Customer Onboarding (Remote)

CrowdStrike is a global leader in cybersecurity, dedicated to stopping breaches through its advanced AI-native platform. The Customer Onboarding Technical Account Manager will engage with customers post-sale, guiding them through the integration process and ensuring their long-term success with CrowdStrike's services.

Responsibilities:

• 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

Requirements:

• 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
• Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes
• Commitment to customer success
• 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