Manager, Technical Account Management – Eastern Region

This is a fully remote position, open to applicants in United States.

📋 Description

• Assemble, nurture, and maintain a customer-centric team of Technical Account Managers, promoting a culture of accountability, ongoing learning, and a strong focus on customer needs.

• Serve as a coach, mentor, and educator, committing to the professional development of every TAM on your team.

• Create a positive and high-performance workplace that attracts and retains elite talent.

• Act as the technical liaison between CrowdStrike and its clients, assisting customers in understanding and leveraging CrowdStrike's capabilities while capturing their evolving requirements and needs.

• Take ownership of escalated case resolutions, leading cross-functional teams as necessary to ensure timely and effective outcomes.

• Follow up with customers based on CSAT survey feedback, pinpoint areas for improvement, and implement corrective measures when necessary.

• Identify at-risk customers within a large portfolio of accounts and coordinate the creation of targeted success plans to mitigate risk and secure successful renewals.

• Collaborate closely with the Program Manager, Digital Success to synchronize TAM-led, high-touch customer engagement with CrowdStrike's digital customer journey strategy, ensuring a seamless and integrated customer experience across all interactions.

• Provide insights from the TAM team and customer feedback to guide the design and enhancement of digital adoption campaigns, in-app experiences, customer portal content, and go-to-market (GTM) strategies.

• Work alongside the Program Manager, Digital Success to uncover opportunities where digital initiatives can supplement or scale TAM coverage, especially for lower-touch or high-volume customer segments.

• Aid in executing digital engagement initiatives (such as adoption campaigns, webinars, onboarding journeys) by ensuring TAM team alignment and participation when appropriate.

• Contribute data regarding customer health, adoption, and engagement to measure and continuously enhance the effectiveness of digital initiatives against established performance indicators (ARR, NRR, time-to-value, product adoption/health scores).

• Engage in strategic planning discussions with Customer Success, Sales, and Operations leadership to align on regional objectives and resource requirements.

• Collaborate with Sales counterparts, Marketing, Product, and Customer Experience teams to deliver a cohesive customer success approach throughout the Americas and LATAM regions.

• Identify necessary resources to support the customer success strategy in the region and advocate for appropriate investment.

• Utilize data and analytics to inform team priorities, assess customer health, and evaluate program effectiveness.

⛳️ Requirements

• Proven experience in a people management role, preferably within customer support, customer success, or technical account management functions.

• Demonstrated ability to manage, develop, and motivate professional-level employees in a fast-paced, high-growth environment.

• Capacity to create a positive work atmosphere and exemplify the values and behaviors expected from the team.

• Previous success as a Technical Account Manager or Customer Success Manager with a history of surpassing customer expectations.

• Proven track record of managing a large portfolio of accounts, recognizing at-risk customers, and formulating and executing remediation plans.

• Experience collaborating with Sales teams to drive renewals, expansions, and customer advocacy.

• Familiarity with digital customer success strategies, including digital journey development, tech-touch engagement models, and customer adoption initiatives.

• Proficiency in leveraging data and analytics to evaluate customer health, measure program results, and foster continuous improvement.

• Bachelor’s degree in Computer Science or equivalent relevant work experience.

• Technical knowledge of endpoint protection technologies and the wider cybersecurity landscape.

• Ability to comprehend complex security architectures and identify gaps and opportunities for enhancing customer security posture.

• Outstanding written, verbal, and presentation communication skills, capable of effectively engaging a diverse range of audiences—from technical practitioners to senior executive stakeholders.

• Strong skills in cross-functional collaboration, with a proven ability to align teams around common goals and outcomes.

• Excellent problem-solving abilities with a knack for implementing systematic, scalable approaches in a dynamic environment.

• Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency, and drive business results.

• Self-motivated with the capability to work independently while effectively managing the expectations of customers, employees, and peers.

• Driven with strong organizational skills and an aptitude for understanding how technology products and solutions address business challenges.

• Willingness to work remotely and travel on short notice, up to 25% of the time.

🏝️ Benefits

• Competitive compensation and equity awards.

• Comprehensive wellness programs addressing both physical and mental health.

• Generous vacation and holiday policies for relaxation and recharge.

• Paid parental and adoption leave.

• Opportunities for professional development for all employees, regardless of role or level.

• Employee Networks, local neighborhood groups, and volunteer opportunities to foster connections.

• Dynamic office culture with exceptional amenities.

• Great Place to Work Certified™ globally.