Technical Account Manager II - Customer Onboarding (Remote)

About the role

The Customer Onboarding Technical Account Manager (TAM) role at CrowdStrike involves engaging with new mid-market CrowdStrike Premium Support customers post-sale. This includes assisting with provisioning, leading implementation projects, identifying process improvements, serving as a customer advocate, and ensuring customer success.

Responsibilities

• Onboard new CrowdStrike Premium Support customers
• Work with customers and account teams to define success criteria for the first 90 days
• Lead project management for new customer implementations
• Identify opportunities for process improvement
• Serve as a customer advocate with internal CrowdStrike stakeholders
• Engage with customers at various organizational levels, from the front lines of the SOC to the C-suite
• Research and address customers' technical issues promptly, providing recommendations and action plans
• Escalate customer issues to management when necessary
• Maintain control over the resolution of escalated cases, coordinating with cross-functional groups as needed
• Leverage internal technical expertise to provide effective solutions to customer issues
• Create knowledge base content to capture new learning and share best practices
• Participate in technical communications to share insights and learn about new technologies and complementary security applications
• Identify renewal risks and collaborate with internal teams to ensure successful renewals
• Drive support cases to ensure timely issue resolution

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, both written and verbal
• Proven problem-solving skills
• Collaborative attitude
• Proven experience utilizing AI technologies to enhance decision-making, streamline workflows, and improve efficiency and drive business outcomes

Bonus points

• 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 organizations
• Deep expertise in Linux and Mac platforms