Technical Account Manager II (Remote)

#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 Internet Security and Customer Advocacy? Do you want to work where the people are as committed and as passionate as you are? As a 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 …