[Remote] Manager, Technical Account Management - Eastern Region (Remote)

Note: The job is a remote job and is open to candidates in USA. CrowdStrike is a global leader in cybersecurity, dedicated to stopping breaches with their advanced AI-native platform. The Manager of the Technical Account Management team will lead a team of Technical Account Managers, ensuring customer success and effective resolution of technical challenges while collaborating closely with sales and digital success initiatives. Responsibilities • 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 • Understand complex security architectures and quickly identify gaps and opportunities to enhance security effectiveness over traditional technologies • 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 Skills • 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 • 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 • Experience contributing to or collaborating on cross-functional digital programs, customer marketing initiatives, or scaled customer engagement strategies is a strong plus 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 • Eligibility for bonuses, equity grants and a comprehensive benefits package that includes health insurance, 401k and paid time off Company Overview • CrowdStrike is a cybersecurity technology firm that provides cloud-delivered protection for cloud workloads, identity, and data. It was founded in 2011, and is headquartered in Sunnyvale, California, USA, with a workforce of 5001-10000 employees. Its website is http://www.crowdstrike.com.