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Client Success Advisor - CAO Elite (Remote, West Coast)

CrowdStrike

CrowdStrike

Customer Service
Multiple locations
Posted on Friday, May 10, 2024

#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’re 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.

About the Role:

The CrowdStrike Counter Adversary Operations (CAO) team is seeking a customer-centric individual to act as a regional advisor to CAO Elite customers. Client Success Advisors (CSA) achieve success by delighting our clients throughout the customer lifecycle experience, creating and maintaining relationships with key stakeholders, managing improvement initiatives, improving customer retention, being obsessed with our customers and partners, and handling client related tasks such as onboarding/offboarding.

In this role, you’ll work with new and existing clients, internal teams, and strategic partners, to support and build on the best-in-class globally managed all source intelligence and threat hunting service provided by CAO Elite. you will take responsibility for proof of value demonstrations, client escalations, customer engagements, and above all – ensuring our partners and clients are getting the most value out of the CAO Elite service.

Working hours: this role is primarily designed around a PST/PDT workday; however, the CAO Elite team has a follow-the-sun working model to support customers and support of our APJ customers is needed from time-to-time.

What You’ll Do:

  • Work directly with new clients through the onboarding lifecycle and ensure the successful operationalization of Counter Adversary Elite.

  • Liaise with teams both inside and outside of CAO to ensure customer satisfaction and maintain the integrity of the service.

  • Improve partnerships with 'at-risk' customers and identify opportunities to increase customer satisfaction.

  • Develop, analyze, and manage customer metrics and reporting to identify potential team performance or health issues.

  • Identify renewal risks and collaborate with internal teams to remediate and ensure a successful renewal.

  • Ensure customer success through proactive check-ins, surveys, and feedback. Engage in customer renewal meetings, and metrics review.

  • Assess client's usage/interaction with Counter Adversary Operations Elite and ensure clients are maximizing their return-on-investment.

What You’ll Need:

Required:

  • Prior experience in a customer engagement role or consulting, ideally related to EDR.

  • Demonstrable experience of working in a client-facing Cybersecurity role.

  • Proven ability to convey technical concepts to both technical and executive level stakeholders.

  • Excel at developing and maintaining relationships with customer and partner organizations, as well as key internal stakeholders and interdisciplinary teams.

  • Ability to work and collaborate with teams in different time zones.

  • Ability to demonstrate practical knowledge of all source intelligence, security research, and threat hunting concepts and methodologies.

  • Prior experience in one (1) or more of the following areas:

    • Security Operations

    • Incident Response

    • Consulting

    • Malware analysis

    • Penetration testing

    • Threat hunting

    • Information security consulting

    • All Source Threat Intelligence

Preferred:

  • Bachelor’s degree in information security or related discipline or the equivalent of four (4) years or more in the industry as job experience

  • Experience with automation, JIRA, or project management concepts.

#LI-AO1

#LI-Remote

This role may require the candidate to periodically undergo and pass alcohol and/or drug test(s) during the course of employment.

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 [email protected], for further assistance.

CrowdStrike participates in the E-Verify program.

Notice of E-Verify Participation

Right to Work

CrowdStrike, Inc. is committed to fair and equitable compensation practices. The base salary range for this position in the U.S. is $95,000 - $155,000 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.