Technical Account Manager II - Customer Onboarding

About this role

As a global leader in cybersecurity, CrowdStrike protects the people, processes and technologies that drive modern organizations. Since 2011, our mission hasn’t changed — we’re here to stop breaches, and we’ve redefined modern security with the world’s most advanced AI-native platform. We work on large scale distributed systems, processing almost 3 trillion events per day and this traffic is growing daily. Our customers span all industries, and they count on CrowdStrike to keep their businesses running, their communities safe and their lives moving forward. We're proud to work for a mission-driven company leveraging AI to transform the way we work. CrowdStrikers drive their careers through flexibility and autonomy while also being expected to contribute to a culture of responsible AI adoption, experimentation, and innovation. We use an AI-first mindset as a force multiplier to proactively and continuously accelerate execution, build expertise, uncover insights, and solve complex problems. We’re always looking to add talented CrowdStrikers to the team who have limitless passion, a relentless focus on innovation and a fanatical commitment to our customers, our community and each other. Ready to join a mission that matters? The future of cybersecurity starts with you.

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 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. If this sounds good to you, we’d love you to consider joining us as a Customer Onboarding TAM.

What You'll Do:
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

What You'll Need:
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

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 organization

Deep expertise in Linux and Mac platforms

#LI-Remote
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Benefits of Working at CrowdStrike:
Market leader in compensation and equity awards

Comprehensive physical and mental wellness programs

Competitive vacation and holidays for recharge

Paid parental and adoption leaves

Professional development opportunities for all employees regardless of level or role

Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections

Vibrant office culture with world class amenities

Great Place to Work Certified™ across the globe

CrowdStrike is proud to be an equal opportunity employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. We support veterans and individuals with disabilities through our affirmative action program.

CrowdStrike is committed to providing equal employment opportunity for all employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race, color, creed, ethnicity, religion, sex (including pregnancy or pregnancy-related medical conditions), sexual orientation, gender identity, marital or family status, veteran status, age, national origin, ancestry, physical disability (including HIV and AIDS), mental disability, medical condition, genetic information, membership or activity in a local human rights commission, status with regard to public assistance, or any other characteristic protected by law. We base all employment decisions--including recruitment, selection, training,…