Manager, Technical Account Management

Zscaler (NASDAQ: ZS) accelerates digital transformation so that customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange is the company’s cloud-native platform that protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

With more than 10 years of experience developing, operating, and scaling the cloud, Zscaler serves thousands of enterprise customers around the world, including 450 of the Forbes Global 2000 organizations. In addition to protecting customers from damaging threats, such as ransomware and data exfiltration, it helps them slash costs, reduce complexity, and improve the user experience by eliminating stacks of latency-creating gateway appliances.

Zscaler was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. Zscaler’s purpose-built security platform puts a company’s defenses and controls where the connections occur—the internet—so that every connection is fast and secure, no matter how or where users connect or where their applications and workloads reside.

Are you looking for an opportunity to have significant impact at a great company while building your career? Zscaler is seeking a high-energy, experienced  Technical Account Management Leader to manage the post-sales technical relationships for our largest customers, turning them into life-long fans and ensuring the continued success of our most critical client relationships.

As a TAM Manager you will provide world-class post-sales engineering and professional services support to Zscaler's largest accounts.  You will interact with our clients remotely with occasional onsite visits via phone & email in a professional and efficient manner.  TAMs are held to the highest industry standards for responsiveness and services provided. The TAM manages the technical relationship and ensures that Zscaler is and continues to be considered a key technology partner within the account. 

The TAM will work closely with the Customer Success Manager to ensure that all Zscaler products and services are deployed in a manageable and supportable way, and the client gets the most value from their investment for the life of the contract.  The TAM will work toward establishing excellent working relationship with other members of the Zscaler Team that are active within his/her account. As the Zscaler platform integrates with many aspects of the Internet and customer infrastructure, a thorough understanding of Cyber Threats, Internet protocols and networking beyond HTTP and SMTP is required.

The ideal candidate will possess excellent technical, communication and consultancy skills. A strong track record of success is a must.

 Responsibilities:

• Provide input to the organi​zations strategic initiatives and drive these with the team
• Develop KPIs to support the strategic initiatives
• Establish operational objectives and work plans and delegates assignments to subordinates
• Drive behavior, motivate, and above all, support the existing TAM team – coach them, contribute to customer pursuits, get your hands dirty – whatever it takes…
• Hire and retain the best talent available
• Develop the team through training and certification
• Drive the implementation of the transformation and architectural roadmaps
• Working closely with the Customer Success Managers to drive project and engagement plans with your clients
• Provide technical leadership during major incidents
• Improve service availability, security posture and service consumption.
• Build a relationship with our clients.
• Resolve the more difficult technical issues and lingering issues our clients may have
• Ensure a clear path to technical resolution is communicated to your clients
• Help develop and maintain best practices for implementing and supporting Zscaler products in both internal and customer-facing Knowledge Bases
• Maintain client specific documentation. Incident response plans, architectural and deployment documentation
• Develop and assist clients in adopting our best practices

What we expect from you:

• Preferred past experience hiring/building and defining roles for a world-class technical account management team up to 10-15  members
• Our strong preference is a proven consultancy background in Internet and Security technologies such as SWG, Sandboxing, FireWall, DLP, VPNs, MPLS, SD-WAN or WAN Optimization. The ability to read packet captures.
• Direct management experience (2 years minimum) with demonstrated effective leadership in terms of improving supervision of costs, methods, and staffing. 
• 10+ years’ experience in a consultancy role involving networking or information security.
• Intimate knowledge of HTTP, HTTPS and core networking protocols.
• Strong customer management skills during and post incident response and the ability to influence our clients choices.
• Ability to interpret security reports to provide actionable improvements for our clients.
• Vendor certification CISSP, CCIE, CCNP, JNCIE, MCSE a distinct advantage.
• You will have a detailed working knowledge of web based security and network infrastructure, Security Proxies, such as NGFW, SSL/IPSec VPNs, and Firewalls.
• You must be a proven high performer with a solid track record.

In Return, we will invest in you and in your customers.  You will be supported by a world class team who turn our customers into advocates; and give you the skills you need to build a highly successful career.

Additionally, we will make every effort: 

• To provide you with the best support, learning, and access to expertise in the marketplace.
• To invest in your personal and professional growth and reward you accordingly with competitive pay, benefits, and equity.
• And, provide you with an environment that is defined by collaboration.  

All your information will be kept confidential according to EEO guidelines.

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What You Can Expect From Us:

• An environment where you will be working on cutting edge technologies and architectures
• A fun, passionate and collaborative workplace
• Competitive salary and benefits, including equity

Why Zscaler?

People who excel at Zscaler are smart, motivated and share our values. Ask yourself: Do you want to team with the best talent in the industry? Do you want to work on disruptive technology? Do you thrive in a fluid work environment? Do you appreciate a company culture that enables individual and group success and celebrates achievement? If you said yes, we’d love to talk to you about joining our award-winning team. 

Additional information about Zscaler (NASDAQ: ZS ) is available at https://www.zscaler.com. 

Zscaler is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.