Technical Account Manager, Italian-speaking; Remote, Europe

Overview

As a global leader in cybersecurity, Crowd Strike 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 Crowd Strike 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 Crowd Striker both the flexibility and autonomy to own their careers. We’re always looking to add talented Crowd Strikers 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.

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 Technical Account Manager at Crowd Strike you will provide proactive technical support to our Premium Support customers. At Crowd Strike, 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.

• Serve as primary technical contact and augment our customer support teams in EMEA.
• Onboard new customers to the Crowd Strike platforms.
• Ensure customer success through proactive periodic health checks, product training, and developing and sharing best practices.
• Serve as customer advocate with internal Crowd Strike stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties.
• Engage with customers at all levels of their organisation, 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.

• Bachelor’s Degree or equivalent experience
• Native or Fluent in English and Italian
• 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

• Bachelor’s Degree in Computer Science or equivalent
• CISSP or ITIL Certification
• 3+ years of Customer Success/Support/Technical Account Management experience in SaaS organisation
• Deep expertise in Linux and Mac platforms

• 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…