Customer Onboarding - Technical Account Manager II (Remote, BRA)Customer Onboarding - Technical Account Manager II (Remote, BRA)About the Role:Are you passionate about Internet Security and Customer Advocacy? As a Customer Onboarding Technical Account Manager with CrowdStrike, you will engage with a wide range of customers post-sale and lead them through the integration process. This starts with an internal hand-off with Sales all the way to a successful deployment and hand-off to the sustained Technical Account Manager. In this role, you will be responsible for assisting with provisioning new customers, documenting and overcoming challenges in the Onboarding phase, and setting our customers up for long-term engagement and success.What You'll Do:Onboard new Mid-Market CrowdStrike Premium Support CustomersWork with customers and account teams to identify and deliver success criteria for the first 90 daysProvide project leadership for new customer implementationsIdentify opportunities for process improvementServe 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.What You'll Need:Bachelor's Degree or equivalent experienceProfessional fluency with the English languageExperience working with Windows Server Operating SystemsKnowledge of enterprise web technologies, security, and cutting-edge infrastructuresExcellent customer service skills and ability to quickly establish technical credibility with customersExcellent communication skills, written and verbalProven problem-solving skillsCollaborative attitudeAbility to travel up to 25%Commitment to customer successPreferred Qualifications:Bachelor's Degree in Computer Science or equivalentITIL or PMP Certification5+ years of Customer Success/Project Management/Technical Account Management experience in SaaS organizationDeep expertise in Linux and Mac platformsBenefits of Working at CrowdStrike:Remote-first cultureMarket leader in compensation and equity awardsCompetitive vacation and flexible working arrangementsComprehensive and inclusive health benefitsPhysical and mental wellness programsPaid parental leave, including adoptionA variety of professional development and mentorship opportunitiesOffices with stocked kitchens when you need to fuel innovation and collaborationWe 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 ****** for further assistance.CrowdStrike participates in the E-Verify program.CrowdStrike was founded in 2011 to fix a fundamental problem: The sophisticated attacks that were forcing the world's leading businesses into the headlines could not be solved with existing malware-based defenses. Founder George Kurtz realized that a brand new approach was needed — one that combines the most advanced endpoint protection with expert intelligence to pinpoint the adversaries perpetrating the attacks, not just the malware.There's much more to the story of how Falcon has redefined endpoint protection but there's only one thing to remember about CrowdStrike: We stop breaches.
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