Director of Technical Account Management - AMS South

About Zscaler

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.

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.

We are looking for a driven, experienced Director of Technical Account Management to roll-up their sleeves and be the driving force behind Zscaler’s World-Class premium support customer experience with large enterprise customers in the Asia Pacific geography. Our customers expect a white glove service to help them with adopting the Zscaler service. The Technical Account Management team consists of seasoned technical experts providing best practice service configuration, operational excellence methodology & solving complex support cases. As the Director of Technical Account Management, you will be the innovative leader behind all planning, building, recruiting, hiring and interacting with our top customers in the geography.

Responsibilities:

• Lead high producing team of 40+ plus TAM's in US East (and growing)
• Responsible for Operational Excellence and engaging with our top echelon of customers on white-glove delivery of the service
• Focus on Customer satisfaction/ Productivity/ Training of TAM and Employee retention & growth
• Report to the VP TAM US, providing senior leadership and strategy while working together with CC leadership peers on joint projects and initiatives
• Act as a Change Agent in promoting the department initiatives and innovation
• Formulate and implement Premium Support strategy, direction, and initiatives and ensure that  you work the in night shift to drive overall operational excellence
• Collaborate across other departments to ensure voice of the customer is represented
• Act as the ultimate point of escalation for client support issues
• Provide overall leadership to managers and staff to adhere to processes, procedures and policies
• Meet and work with multiple levels of an organization, both internally and externally
• Liaise with peers at other departments to work together, taking care of specific customers for retention, reference, or new deals that protect overall company revenue and margin.

Qualifications:

• 5+ years of management experience, senior management and/or director level experience preferred
• An overall experience of at least 10+ years in Support Services
• Experience in technical and commercial management of software support services or software development or customer care around IT/Application services highly preferred
• Strong technical foundation in computer networking is preferred