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Manager, Technical Account Management – Eastern Region
Job Description:
- Build, develop, and retain a customer-focused team of Technical Account Managers, fostering a culture of accountability, continuous learning, and customer obsession
- Act as a coach, mentor, and educator — investing in the professional growth of each TAM on your team
- Cultivate a positive and high-performance work environment that attracts and retains top talent
- Serve as the technical bridge between CrowdStrike and its customers, helping customers better understand and maximize CrowdStrike's capabilities while capturing their evolving requirements and needs
- Maintain ownership of escalated case resolution, leading cross-functional teams as needed to drive timely and effective outcomes
- Follow up with customers in response to CSAT survey results, identify areas of improvement, and implement corrective actions where warranted
- Identify customers at risk across a large portfolio of accounts and coordinate the development of targeted success plans to remediate risk and ensure successful renewals
- Partner closely with the Program Manager, Digital Success to align TAM-led, high-touch customer engagement with CrowdStrike's digital customer journey strategy, ensuring a seamless and cohesive customer experience across all touchpoints
- Provide TAM team insights and customer feedback to inform the design and refinement of digital adoption campaigns, in-app experiences, customer portal content, and go-to-market (GTM) initiatives
- Collaborate with the Program Manager, Digital Success to identify opportunities where digital programs can augment or scale TAM coverage — particularly for lower-touch or high-volume customer segments
- Support the execution of digital engagement programs (e.g., adoption campaigns, webinars, onboarding journeys) by ensuring TAM team alignment and participation where appropriate
- Contribute customer health, adoption, and engagement data to help measure and continuously improve the effectiveness of digital programs against defined performance indicators (ARR, NRR, time-to-value, product adoption/health scores)
- Participate in strategic planning sessions with Customer Success, Sales, and Operations leadership to align on regional priorities and resource needs
- Partner with Sales counterparts, Marketing, Product, and Customer Experience teams to deliver a unified customer success motion across the Americas and LATAM regions
- Identify resource needs required to support the customer success strategy in the region and advocate for appropriate investment
- Leverage data and analytics to inform team priorities, customer health assessments, and program effectiveness
Requirements:
- Demonstrated experience in a people management role, ideally within customer support, customer success, or technical account management functions
- Proven ability to manage, develop, and inspire professional-level employees in a fast-paced, high-growth environment
- Ability to foster a positive work environment and model the values and behaviors expected of the team
- Prior experience as a successful Technical Account Manager or Customer Success Manager with a track record of exceeding customer expectations
- Demonstrated ability to manage a large portfolio of accounts, identify at-risk customers, and develop and execute remediation plans
- Experience working collaboratively with Sales organizations to drive renewals, expansions, and customer advocacy
- Familiarity with digital customer success strategies, including digital journey development, tech-touch engagement models, and customer adoption campaigns
- Comfort leveraging data and analytics to assess customer health, measure program outcomes, and drive continuous improvement
- Bachelor's degree in Computer Science or equivalent relevant work experience
- Technical understanding of endpoint protection technologies and the broader cybersecurity landscape
- Ability to understand complex security architectures and identify gaps and opportunities to improve customer security posture
- Exceptional written, verbal, and presentation communication skills, with the ability to engage effectively across a wide range of audiences — from technical practitioners to senior executive stakeholders
- Strong cross-functional collaboration skills, with demonstrated success aligning teams around shared goals and outcomes
- Strong problem-solving skills with the ability to implement 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 outcomes.
- Self-starter with the ability to work independently while effectively managing expectations of customers, employees, and peers
- Motivated with excellent organizational skills and an aptitude for understanding how technology products and solutions solve business problems
- Ability to work remotely and willingness to travel on short notice, up to 25% of the time
Benefits:
- Market leader in compensation and equity awards
- Comprehensive physical and mental wellness programs
- Competitive vacation and holidays for recharge
- Paid parental and adoption leaves
- Professional development opportunities for all employees regardless of level or role
- Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections
- Vibrant office culture with world class amenities
- Great Place to Work Certified™ across the globe
