Sr. Technical Account Manager (Remote, CAN) position at CrowdStrike.| Canada

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CrowdStrike Sr. Technical Account Manager (Remote, CAN)

Experience: 3-years

Pattern: Remote

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Canada - Remot..........Canada

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. 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 also a mission-driven company. We cultivate a culture that gives every CrowdStriker both the flexibility and autonomy to own their careers. 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 Sr 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 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. Bonus Points: 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. À propos du poste :La sécurité sur Internet et la défense des intérêts des clients sont des domaines qui vous passionnent? Voulez-vous travailler là où les gens sont aussi engagés et passionnés que vous? Chez CrowdStrike, en tant que gestionnaire de compte technique expérimenté, vous fournirez une assistance technique proactive à nos clients.Chez CrowdStrike, vous travaillerez avec les pionniers de la sécurité sur Internet.La réussite de nos clients nous tient à cœur. Nous veillons à ce qu'ils soient protégés, solides et capables d'arrêter les violations.Pour réussir dans cette fonction, vous devez faire preuve de motivation et d'initiative. Vous devez également vous engager à suivre une formation continue, posséder de solides compétences en matière de service à la clientèle et de résolution de problèmes techniques.Vos missions : Agir en tant que contact technique principal et renforcer nos équipes d'assistance à la clientèle Intégrer de nouveaux clients aux plateformes CrowdStrike. Assurer la réussite des clients par des bilans de santé périodiques proactifs, des formations sur les produits, ainsi que par le développement et le partage des meilleures pratiques. Défendre les intérêts des clients auprès des parties prenantes internes de CrowdStrike afin de s'assurer que les commentaires des clients sont documentés de manière adéquate et évalués par les parties internes. Engager le dialogue avec les clients à tous les niveaux de leur organisation, depuis les premières lignes du SOC jusqu'à la direction. Rechercher les problèmes techniques des clients en temps utile et assurer le suivi à l'aide de recommandations et de plans d'action. Faire remonter les problèmes des clients à la haute direction, s'il y a lieu. Contrôler la résolution globale de tout cas signalé, en dirigeant des groupes pluridisciplinaires si nécessaire. Tirer parti de l'expertise technique interne, y compris des ingénieurs de développement, de la base de connaissance et d'autres outils internes pour fournir les solutions les plus efficaces aux problèmes des clients. Créer du contenu pour la base de connaissance, afin d'enregistrer les nouveaux apprentissages et les réutiliser dans l'ensemble de l'entreprise et de la base d'utilisateurs. Participer aux communications techniques au sein de l'équipe afin de partager les meilleures pratiques et de s'informer sur les nouvelles technologies et les applications de sécurité complémentaires. Identifier les risques liés au renouvellement et collaborer avec les équipes internes pour y remédier et garantir un renouvellement réussi. Accompagner les équipes de vente dans l'identification des possibilités d'expansion des comptes. Piloter les dossiers d'assistance pour s'assurer que les problèmes sont résolus dans les délais impartis. Ce qu'il vous faut : Baccalauréat ou expérience équivalente Français natif ou bilingue Expérience des systèmes d'exploitation Windows Server Connaissance des technologies web d'entreprise, de la sécurité et des infrastructures de pointe, sécurité et infrastructures de pointe Excellentes compétences en matière de service à la clientèle et capacité à établir rapidement une crédibilité technique auprès des clients Excellentes compétences en communication, écrite comme orale Compétences éprouvées en matière de résolution de problèmes Sens de la collaboration Capacité à voyager jusqu'à 25 % du temps Engagement pour la réussite des clients Expérience/diplômes souhaités : Baccalauréat en informatique ou équivalent Certification CISSP ou ITIL Au moins 3 ans d'expérience dans la gestion des comptes techniques, de l'assistance et de la réussite des clients dans une organisation SaaS Connaissances approfondies des plateformes Linux et Mac Expérience dans les scripts Python et l'interface RestAPI #LI-RL1 #LI-Remote 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, compensation, benefits, discipline, promotions, transfers, lay-offs, return from lay-off, terminations and social/recreational programs--on valid job requirements. If you need assistance accessing or reviewing the information on this website or need help submitting an application for employment or requesting an accommodation, please contact us at recruiting@crowdstrike.com for further assistance. CrowdStrike Canada ULC is committed to equal pay for equal work in its compensation practices. The base salary range for this position in Canada is $115,000 - $160,000 CAD per year + variable/incentive compensation + equity + benefits. A candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location.

This is Canadian-based employment, and it is expected that all employees maintain legal entitlement to work in Canada. Applicants selected to move forward in the hiring process are subject to background checks, including but not limited to criminal record, credit, and/or reference checks.

Sr. Technical Account Manager (Remote, CAN) job opportunity at CrowdStrike.

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