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

  • 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

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