• Own a portfolio of strategic accounts, serving as the primary technical point of contact and trusted advisor across your assigned territory • Drive product adoption and value realization across the CrowdStrike Falcon® platform • Lead proactive customer health checks, adoption reviews and executive briefings to accelerate value delivery • Drive and manage escalations with urgency and professionalism, leading cross-functional groups to resolution while maintaining strong customer relationships • Build and continuously expand deep product knowledge across CrowdStrike's full portfolio, rapidly acquiring expertise on new technologies as they are released • Lead knowledge-sharing conversations with customers to lift adoption and connect product value to customer security outcomes • Represent the voice of the customer internally, ensuring feedback on product gaps and feature requests reaches the right stakeholders

• Take ownership of customer service delivery across platform, professional, managed, and support services • Ensure high-quality service levels through monitoring, performance targets, and compliance with SLAs/contracts • Oversee incident, problem, and change management processes, driving resolution and root-cause analysis • Manage escalations and customer expectations with transparency and timely updates • Define and refine ITIL-based practices (change, release, capacity, knowledge, etc.) to improve service efficiency • Maintain continuity plans to recover systems and services during major outages or disasters • Collaborate with internal teams (support, sales, R&D, professional services) to deliver a “Customer First” strategy • Represent the brand with customers at a senior level, building trust and providing consultative advice on service delivery, costs, and functionality • Act as a technical advisor, understanding customer environments and sharing insights internally • Guide customers through upgrades, new releases, and best-practice solution deployments • Conduct quarterly or consultative reviews to identify trends, recommend improvements, and resolve obstacles • Maintain product knowledge and support documentation to enable effective solutions • Support team development through training objectives and process best practices • Support other tasks or projects as assigned to meet team and business needs

• Become one of our foremost product experts, with deep knowledge across the Highspot platform and its integrations. • Serve as the primary technical point of contact for mid to upper market customers, understanding their business goals, technical environments, and adoption challenges. • Provide proactive technical guidance and best-practice recommendations, including how to leverage AI-powered features and workflows, as well as automation capabilities. • Help customers interpret platform analytics - usage trends, adoption metrics, and health scores - and translate those insights into clear business outcomes and ROI narratives. • Partner closely with CSMs, Account Executives, Implementation Managers, Support, and Product & Engineering to drive customer retention and expansion. • Lead regular customer meetings with progress updates, strategic counsel, and actionable next steps. • Identify opportunities for product enhancement and process improvement based on customer feedback and usage patterns. • Manage customer expectations and deliverables through clear communication and stakeholder alignment.

• Become one of our foremost product experts, with deep knowledge across the Highspot platform and its integrations. • Serve as the primary technical point of contact for mid to upper market customers, understanding their business goals, technical environments, and adoption challenges. • Provide proactive technical guidance and best-practice recommendations, including how to leverage AI-powered features and workflows, as well as automation capabilities. • Help customers interpret platform analytics - usage trends, adoption metrics, and health scores - and translate those insights into clear business outcomes and ROI narratives. • Partner closely with CSMs, Account Executives, Implementation Managers, Support, and Product & Engineering to drive customer retention and expansion. • Lead regular customer meetings with progress updates, strategic counsel, and actionable next steps. • Identify opportunities for product enhancement and process improvement based on customer feedback and usage patterns. • Manage customer expectations and deliverables through clear communication and stakeholder alignment.