Vice President of Technical Account Management (Americas) - REF6896Z

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.

Job Description

We are seeking a world-class Vice President of Technical Account Management (USA) to be the driving force behind Zscaler’s World-Class premium support customer experience with large enterprise customers in America's geography. Our customers expect a high-touch service to support them in 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 Vice President of Technical Account Management, you will be the visionary and innovative leader behind all planning, building, recruiting, hiring and interacting with our top customers in the geography.

Responsibilities

• Lead management team of 20+ plus TSE’s in America’s Region, a region with massive growth potential
• Responsible for Operational Excellence and engaging with our top customers on delivery of the service
• Focus on Customer satisfaction/Productivity/Training of TAM and Employee retention & Growth
• Report to the SVP of Customer Success, 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

• 12+ years of management experience, VP or Senior Director level experience required
• An overall experience of at least 8+ years in Technical Services, Technical Account Manager and/or Support Services
• Experience in technical or commercial management of software support services or software development or customer care around IT/Application services highly preferred
• Overall basic understanding of Internetworking/Security and SAAS market
• Experience with Web Sense or Blue Coat is a plus
• Bachelor’s Degree, relevant college education or equivalent experience

Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.

The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits.

Base Pay Range$250,000—$300,000 USD

Zscaler is proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or