Vice President of Technical Account Management

Company Description

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 he 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 white glove 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.

Requirements: 

• Lead management team of 20+ plus TSE 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, 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 Management 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

Additional Information

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
• The pace and excitement of working for a Silicon Valley Unicorn

Why Zscaler?

• Zscaler is the world's leading software-as-a-service security platform
• We deliver best of breed security services with unprecedented scale
• We protect 15 million users, in 3,250 organizations, across 185+ countries
• Blue Chip Customers (200 of Global 2,000 in our portfolio)
• Glassdoor rating of 4.7/5.0 + 98% CEO Approval = Exceptional place to work!

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