Sr. Technical Account Manager - Public Sector/Gov (Remote)

Overview

As a Sr. Technical Account Manager, you will provide proactive technical support to CrowdStrike's Premium Support customers, serving as their primary technical contact and customer advocate.

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 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.
• Support the sales teams in identifying account expansion opportunities.
• Drive support cases to ensure issues are being resolved in a timely manner.

What you'll need

• Bachelor's Degree or equivalent experience.
• 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.
• Ability to travel up to 25%.
• Commitment to customer success.
• Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes.

Nice to have

• Bachelor's Degree in Computer Science or equivalent.
• CISSP or ITIL Certification.
• 3+ years of Customer Success/Support/Technical Account Management experience in SaaS organization.
• Deep expertise in Linux and Mac platforms.
• Python Scripting and RestAPI experience.

Details

• Location: USA, Remote.
• Must periodically undergo and pass additional background and fingerprint checks consistent with government customer requirements.
• Base salary range for U.S. candidates: $110,000 - $160,000 per year, with eligibility for bonuses, equity grants and a comprehensive benefits package.