Job Description

#WeAreCrowdStrike and our mission is to stop breaches. As a global leader in cybersecurity, our team changed the game. Since our inception, our market leading cloud-native platform has offered unparalleled protection against the most sophisticated cyberattacks. We\xe2\x80\x99re looking for people with limitless passion, a relentless focus on innovation and a fanatical commitment to the customer to join us in shaping the future of cybersecurity. Consistently recognized as a top workplace, CrowdStrike is committed to cultivating an inclusive, remote-first culture that offers people the autonomy and flexibility to balance the needs of work and life while taking their career to the next level. Interested in working for a company that sets the standard and leads with integrity? Join us on a mission that matters - one team, one fight.

Gestionnaire de compte technique exp\xc3\xa9riment\xc3\xa9 (H/F/X) - francophone (\xc3\xa0 distance)

Description du poste

\xc3\x80 propos du poste :
La s\xc3\xa9curit\xc3\xa9 sur Internet et la d\xc3\xa9fense des int\xc3\xa9r\xc3\xaats des clients sont des domaines qui vous passionnent? Voulez-vous travailler l\xc3\xa0 o\xc3\xb9 les gens sont aussi engag\xc3\xa9s et passionn\xc3\xa9s que vous? Chez CrowdStrike, en tant que gestionnaire de compte technique exp\xc3\xa9riment\xc3\xa9, vous fournirez une assistance technique proactive \xc3\xa0 nos clients.
Chez CrowdStrike, vous travaillerez avec les pionniers de la s\xc3\xa9curit\xc3\xa9 sur Internet.

La r\xc3\xa9ussite de nos clients nous tient \xc3\xa0 c\xc5\x93ur. Nous veillons \xc3\xa0 ce qu\'ils soient prot\xc3\xa9g\xc3\xa9s, solides et capables d\'arr\xc3\xaater les violations.

Pour r\xc3\xa9ussir dans cette fonction, vous devez faire preuve de motivation et d\'initiative. Vous devez \xc3\xa9galement vous engager \xc3\xa0 suivre une formation continue, poss\xc3\xa9der de solides comp\xc3\xa9tences en mati\xc3\xa8re de service \xc3\xa0 la client\xc3\xa8le et de r\xc3\xa9solution de probl\xc3\xa8mes techniques.

Vos missions :

Agir en tant que contact technique principal et renforcer nos \xc3\xa9quipes d\'assistance \xc3\xa0 la client\xc3\xa8le

Int\xc3\xa9grer de nouveaux clients aux plateformes CrowdStrike.

Assurer la r\xc3\xa9ussite des clients par des bilans de sant\xc3\xa9 p\xc3\xa9riodiques proactifs, des formations sur les produits, ainsi que par le d\xc3\xa9veloppement et le partage des meilleures pratiques.

D\xc3\xa9fendre les int\xc3\xa9r\xc3\xaats des clients aupr\xc3\xa8s des parties prenantes internes de CrowdStrike afin de s\'assurer que les commentaires des clients sont document\xc3\xa9s de mani\xc3\xa8re ad\xc3\xa9quate et \xc3\xa9valu\xc3\xa9s par les parties internes.

Engager le dialogue avec les clients \xc3\xa0 tous les niveaux de leur organisation, depuis les premi\xc3\xa8res lignes du SOC jusqu\'\xc3\xa0 la direction.

Rechercher les probl\xc3\xa8mes techniques des clients en temps utile et assurer le suivi \xc3\xa0 l\'aide de recommandations et de plans d\'action.

Faire remonter les probl\xc3\xa8mes des clients \xc3\xa0 la haute direction, s\'il y a lieu.

Contr\xc3\xb4ler la r\xc3\xa9solution globale de tout cas signal\xc3\xa9, en dirigeant des groupes pluridisciplinaires si n\xc3\xa9cessaire.

Tirer parti de l\'expertise technique interne, y compris des ing\xc3\xa9nieurs de d\xc3\xa9veloppement, de la base de connaissance et d\'autres outils internes pour fournir les solutions les plus efficaces aux probl\xc3\xa8mes des clients.

Cr\xc3\xa9er du contenu pour la base de connaissance, afin d\'enregistrer les nouveaux apprentissages et les r\xc3\xa9utiliser dans l\'ensemble de l\'entreprise et de la base d\'utilisateurs.

Participer aux communications techniques au sein de l\'\xc3\xa9quipe afin de partager les meilleures pratiques et de s\'informer sur les nouvelles technologies et les applications de s\xc3\xa9curit\xc3\xa9 compl\xc3\xa9mentaires.

Identifier les risques li\xc3\xa9s au renouvellement et collaborer avec les \xc3\xa9quipes internes pour y rem\xc3\xa9dier et garantir un renouvellement r\xc3\xa9ussi.

Accompagner les \xc3\xa9quipes de vente dans l\'identification des possibilit\xc3\xa9s d\'expansion des comptes.

Piloter les dossiers d\'assistance pour s\'assurer que les probl\xc3\xa8mes sont r\xc3\xa9solus dans les d\xc3\xa9lais impartis.

Ce qu\'il vous faut :

Baccalaur\xc3\xa9at ou exp\xc3\xa9rience \xc3\xa9quivalente

Fran\xc3\xa7ais natif ou bilingue

Exp\xc3\xa9rience des syst\xc3\xa8mes d\'exploitation Windows Server

Connaissance des technologies web d\'entreprise, de la s\xc3\xa9curit\xc3\xa9 et des infrastructures de pointe, s\xc3\xa9curit\xc3\xa9 et infrastructures de pointe

Excellentes comp\xc3\xa9tences en mati\xc3\xa8re de service \xc3\xa0 la client\xc3\xa8le et capacit\xc3\xa9 \xc3\xa0 \xc3\xa9tablir rapidement une cr\xc3\xa9dibilit\xc3\xa9 technique aupr\xc3\xa8s des clients

Excellentes comp\xc3\xa9tences en communication, \xc3\xa9crite comme orale

Comp\xc3\xa9tences \xc3\xa9prouv\xc3\xa9es en mati\xc3\xa8re de r\xc3\xa9solution de probl\xc3\xa8mes

Sens de la collaboration

Capacit\xc3\xa9 \xc3\xa0 voyager jusqu\'\xc3\xa0 25 % du temps

Engagement pour la r\xc3\xa9ussite des clients

Exp\xc3\xa9rience/dipl\xc3\xb4mes souhait\xc3\xa9s :

Baccalaur\xc3\xa9at en informatique ou \xc3\xa9quivalent

Certification CISSP ou ITIL

Au moins 3 ans d\'exp\xc3\xa9rience dans la gestion des comptes techniques, de l\'assistance et de la r\xc3\xa9ussite des clients dans une organisation SaaS

Connaissances approfondies des plateformes Linux et Mac

Exp\xc3\xa9rience dans les scripts Python et l\'interface RestAPI

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 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 \xe2\x80\x9cwrote the book\xe2\x80\x9d on hacking and internet security.

We care deeply about our customers\xe2\x80\x99 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\xe2\x80\x99 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\xe2\x80\x99s 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

Preferred Qualifications:

Bachelor\xe2\x80\x99s Degree in Computer Science or equivalent

CISSP or ITIL Certification

Fluency in English and French

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

#LI-Remote

#LI-RL1

Benefits of Working at CrowdStrike:

Remote-first culture

Market leader in compensation and equity awards

Competitive vacation and flexible working arrangements

Comprehensive and inclusive health benefits

Physical and mental wellness programs

Paid parental leave, including adoption

A variety of professional development and mentorship opportunities

Offices with stocked kitchens when you need to fuel innovation and collaboration

We are committed to fostering a culture of belonging where everyone feels seen, heard, valued for who they are and empowered to succeed. Our approach to cultivating a diverse, equitable, and inclusive culture is rooted in listening, learning and collective action. By embracing the diversity of our people, we achieve our best work and fuel innovation - generating the best possible outcomes for our customers and the communities they serve.

CrowdStrike is committed to maintaining an environment of Equal Opportunity and Affirmative Action. If you need reasonable accommodation to access the information provided on this website, please contact \xe2\x80\x8b, for further assistance.

CrowdStrike participates in the E-Verify program.

CrowdStrike, ULC is committed to fair and equitable compensation practices. The base salary range for this position in Canada is $95,000 - $160,000 CAD per year + variable/incentive compensation + equity + benefits. A candidate\xe2\x80\x99s salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location.

CrowdStrike