Sr. Director, North America Theater Lead (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
As Senior Director of the North America team, you will lead a team of talented Technical Account Managers and Technical Support Engineers who work with CrowdStrike customers to ensure that they are well protected and empowered to stop breaches. You will be expected to develop, build and retain a strong technical team in a rapidly growing and evolving company. You will work closely with CrowdStrike customers to understanding their challenges and develop playbooks to drive local value and global consistency. You will also partner with the sales team on planning and executing on a shared vision in delivering Customer Success.
Responsibilities

• Build, develop and support a customer-focused team comprised of Technical Account Managers (TAMs) and Technical Support Engineers (TSEs)
• Innovate to drive customer value and support our core mission to Stop Breaches
• Act as a coach, mentor, and educator to the managers and TAMs and TSEs on your team
• Work in a matrixed environment providing local leadership while partnering with functional leadership to ensure a consistent high-quality customer experience.
• Follow up with customers in response to customer feedback results and identify areas of improvement and, if warranted, implement corrective actions
• Develop partner support programs that delight our customers
• Maintain control of the overall resolution of any escalated case, leading cross-functionally as required
• 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 required resources for supporting the customer success strategy
• 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

Requirements

• 8+ years experience in people management position, leading teams of individual contributors and developing leaders
• Experience working in a matrix management environment
• A demonstrated ability to manage professional level employees
• Bachelor's Degree in computer science or relevant work experience
• Experience with developing partners and delighting customers of mission-critical SaaS applications
• Strong problem-solving skills with ability to implement systematic approaches to scale within a fast-paced environment
• Experience as a successful Technical Account Manager / Technical Support Manager / Customer Success Manager with a track record of exceeding customers' expectations
• Demonstrated experience working with Sales organizations and product teams
• 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

#LI-RL1
#LI-Remote
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 $170,000 - $270,000 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.
CrowdStrike participates in the E-Verify program.
Notice of E-Verify Participation
Right to Work