• 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.

• Drive the account forward daily, spotting needs and addressing them proactively • Pull together product, engineering, delivery, and operations teams for project completion • Act as the main point of contact for the client • Turn client requests into clear priorities and next steps • Own account planning, renewals, and expansions

• Provide technical advice and support to customers during and after product sales. • Collaborate with a sales team to develop customer relationships and trust through technical knowledge and expertise. • Be the lead contact for customers. • Stay ahead of technology and business practices through workshops, research, and professional meetings. • Involve frequent business travel (approximately 20% of working time). • Develop strong technical relationship for current key customers & prospects. • Provide (onsite) technical support for current customers and prospects. • Build on the customer relationship to create & win projects, aligned with Cargill R&D and category strategy. • Perform complex research for product development to understand product properties and systems operations. • Compile and analyze data for project update. • Organize project data and conclusions for internal and customer presentations. • Assist with product demonstrations and serve as subject matter guide during meetings with prospective customers. • Keep application and value collection up to date in the systems. • Independently handle complex issues with minimal supervision.

Role Description We succeed when our customers succeed. As a Technical Account Manager on the Omnichannel team, you'll own the technical onboarding journey for merchants launching on TikTok Shop with AfterShip Channels—getting them fully live and selling, and setting them up to succeed long term. You'll be the hands-on technical partner who connects and configures each merchant's integration, troubleshoots what breaks, and teaches merchants to operate Channels confidently on their own. This is both a technical and relationship role. You'll do the hands-on integration and configuration work, and you'll be the merchant's trusted guide: educating them on how to use Channels and adopt the advanced features that make them successful on TikTok Shop. You're not just closing tickets; you're accountable for whether each merchant reaches a live, healthy, self-sufficient state. What You’ll Do - Own end-to-end technical onboarding for merchants launching on TikTok Shop with AfterShip Channels, from kickoff through go-live. - Connect and configure integrations between the merchant's storefront and TikTok Shop; sync products, orders, and inventory, and troubleshoot issues (SKU mapping, variants, bundles). - Navigate TikTok Shop platform logic—API constraints, policy and whitelist nuances, and fulfillment (FBT) and returns rules. - Teach merchants how to use Feed confidently and adopt advanced features so they can operate independently. - Drive measurable onboarding outcomes: get merchants to live and healthy within ~30 days, and meaningful advanced-feature adoption thereafter. - Guide merchants beyond initial setup—helping them optimize their listings and use AfterShip Feed and Affiliates to grow their presence and sales on TikTok Shop. - Partner with merchants on their TikTok Shop growth journey, identifying opportunities for deeper feature adoption and surfacing cross-sell opportunities (e.g. Affiliates) where they'd drive merchant value. - Partner with the Omnichannel SA, Product, and GTM teams to translate merchant needs into product improvements, and stay current on platform changes. Qualifications - 3+ years in a customer-facing technical role - technical account management, solutions, implementation, or technical onboarding in SaaS, ecommerce, or marketplace/integrations technology. - Genuine technical fluency: comfort with APIs and integrations, data mapping across systems, and structured troubleshooting. - A strong educator: able to translate technical concepts into clear guidance and teach merchants to operate independently. - Ability to prioritize, multitask, and perform under pressure across multiple accounts. - Excellent written and verbal communication; able to hold a credible technical conversation with both merchants and platform partners. - Ownership mindset - you treat your accounts as yours to grow and protect. Nice to have - Hands-on familiarity with TikTok Shop (Seller Center, catalog/listing management, order and inventory sync, fulfillment workflows) and Shopify. - Understanding of what drives merchant growth on TikTok Shop—listing optimization, content & affiliates-driven commerce, and platform campaigns. - Familiarity with affiliate/creator operations. - Experience onboarding enterprise merchants. Benefits - Great Place to Work Certified: Recognized for our inclusive, values-driven culture that celebrates diversity and collaboration. - Innovative & Inclusive Culture: Built on curiosity, creativity, and collaboration. - Ambitious Mission with Real Impact: Join us in transforming eCommerce. - Thrive & Grow: No ceiling to what you can achieve or learn. - Flexible Work Setup: Remote-first team with flexible hours. - Competitive compensation. - Healthcare coverage offered from day 1. - Retirement plans including company match. - Unlimited PTO. - Annual learning & wellness benefit. - Monthly book perk. - Career progression & professional development. Salary Range USD$92,000 - $150,000 on-target earnings.