Manager, Technical Account Management (Remote, JPN)@ CrowdStrike

Job Information

Job Description:

What You’ll Do:

Build, develop and support a customer-focused team comprised of Technical Account Managers supporting Enterprise customers in the APJ Region
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 APJ 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

Benefits:

Remote-first culture
Market leader in compensation and equity awards
Competitive vacation and flexible working arrangements
Comprehensive and inclusive health benefits
Physical and mental wellness programs
Paid parental leave, including adoption
A variety of professional development and mentorship opportunities
Offices with stocked kitchens when you need to fuel innovation and collaboration

Experience Level: Mid-Senior
Work From: Remote from Region United States of America