Director of Critical Accounts Program (Remote)

#WeAreCrowdStrike and our mission is to stop breaches. As a global leader in cybersecurity, our team changed the game. Since our inception, our market leading cloud-native platform has offered unparalleled protection against the most sophisticated cyberattacks. We're looking for people with limitless passion, a relentless focus on innovation and a fanatical commitment to the customer to join us in shaping the future of cybersecurity. Consistently recognized as a top workplace, CrowdStrike is committed to cultivating an inclusive, remote-first culture that offers people the autonomy and flexibility to balance the needs of work and life while taking their career to the next level. Interested in working for a company that sets the standard and leads with integrity? Join us on a mission that matters - one team, one fight.
About the Role:
We are looking for a Director of Critical Account Program to lead our customer assurance efforts and manage improved outcomes that reinforce customer loyalty. You will be responsible for developing and implementing strategies to create, maintain and improve our relationship with customers especially in the face of adversity. This role requires exceptional leadership, communication and relationship-building skills, as well as a deep understanding of customer success principles and the ability to thrive in a fast-paced environment.
What You'll Do:

• Create the Critical Accounts Program playbook at CrowdStrike
• Engage cross-functionally and geographically distributed teams in the development and execution of corrective action plans to address critical situations
• Effective and appropriate communications of critical issue status to customers, partners, executive staff, sales teams and other stakeholders
• Ability to influence and effectively communicate tasks and responsibilities to achieve success criteria identified with the engagement
• Hire, train and be a motivating mentor to team members
• Create and deliver effective communications within and external to the organization
• Build a strong team through open communication and by collaborating on decision-making responsibilities
• Identify systemic and pervasive issues related to products and/or processes and drive preventative actions for the benefit of the organization
• Demonstrate risk management and problem solving, as well as making timely decisions from both business and technical perspectives
• Strong ability to influence and effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account

What You'll Need:

• Bachelor's degree in a relevant field such as engineering, computer science, information technology, or equivalent
• Proven experience as a program director or manager in a similar role
• Excellent leadership, management, communications and organizational skills
• Demonstrated project management of technical support issues in an environment that includes Sales, Partners and Customers to resolve complex issues
• Creative thinking and adaptability to adverse situations
• Strong problem-solving skills and ability to handle multiple tasks
• Passionate about providing exceptional customer experience
• Knowledgeable about current trends and best practices in customer service and support
• Excellent verbal and written communication skills including the ability to provide regular updates (verbal and written) appropriate to the audience (ranging from technical engineers to executives)
• Ability to work in a fast-paced environment with global customers
• Demonstrated leadership in a technical support field for at least 8 years. (Experience as an Escalations Engineer, Technical Account Management, Engineering Management, Customer Support Management, or similar roles)

#LI-Remote
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Benefits of Working at CrowdStrike:

• 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

We are committed to fostering a culture of belonging where everyone feels seen, heard, valued for who they are and empowered to succeed. Our approach to cultivating a diverse, equitable, and inclusive culture is rooted in listening, learning and collective action. By embracing the diversity of our people, we achieve our best work and fuel innovation - generating the best possible outcomes for our customers and the communities they serve.
CrowdStrike is committed to maintaining an environment of Equal Opportunity and Affirmative Action. If you need reasonable accommodation to access the information provided on this website, please contact [email protected] , for further assistance.
CrowdStrike, Inc. is committed to fair and equitable compensation practices. The base salary range for this position in the U.S. is $100,000 - $225,000 per year + variable/incentive compensation + equity + benefits. A candidate's salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location.
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