Manager, Technical Account Management (Remote)

As a Manager of the Technical Account Management team, you will lead a team of talented Technical Account Managers who work with CrowdStrike customers based in North America and LATAM region to ensure that they are well protected and empowered to stop breaches. You will be expected to develop, build and retain a strong technical team in a rapidly growing and evolving company. You will work closely with CrowdStrike customers, understanding their challenges and how the TAM team can solve them to drive customer success. You will also partner with the sales team on planning and executing on a shared vision for the Americas region. 

What You'll Do:

• Build, develop and support a customer-focused team comprised of Technical Account Managers

• Think outside of the box to constantly innovate and help protect our customers while providing excellent Premium Support service

• Act as a coach, mentor, and educator to the Technical Account Managers on your team

• Follow up with customers in response to CSAT survey results and identify areas of improvement and, if warranted, implement corrective actions

• Maintain control of the overall resolution of any escalated case, leading cross-functional as needed

• Participate in strategic planning sessions with customer success and sales management teams

• Identify customers at risk across a large portfolio of accounts and coordinate the development of success plans to remediate the situation and ensure a successful renewal

• Identify needed resources for supporting the customer success strategy in the region

• Work collaboratively with sales counterparts, marketing, product development and other supporting teams

• Act as the technical bridge between CrowdStrike and the customer by helping customers better understand CrowdStrike capabilities, while capturing their requirements and needs

• Understand complex architectures and quickly identify possible gaps and opportunities due to enhance security effectiveness over traditional security technologies

What You'll Need:

• Experience in people management position, ideally in customer support / customer success

• Bachelor’s Degree in computer science or relevant work experience

• Technical understanding of endpoint protection technologies

• Motivated with excellent organizational skills

• Self-starter with ability to work independently, but also manage expectations of both customers, employees, and peers

• Strong communicator - written, verbal and presentation

• Strong problem-solving skills with ability to implement systematic approaches to scale within a fast-paced environment

• An aptitude for understanding how technology products and solutions solve business problems

• Experience as a successful Technical Account Manager / Customer Success Manager with a track record of exceeding customers’ expectations

• Demonstrated experience working with Sales organizations and product teams

• A demonstrated ability to manage professional level employees

• Ability to foster a positive work environment and attitude

• Excellent written and oral communicator, with presentation skills and ability to engage at a variety of audience levels, to include being able to interact with senior executive stakeholders

• Ability to work remotely and able and willing to travel on short notice, up to 25% of the time

• Travel as needed

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