About the company
Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange™️ platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 160+ public exchanges globally and thousands of private exchanges at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform.
We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges.
Responsibilities
- Direct a growing team of 20+ Technical Success Managers (TSMs), reporting to the VP of TSM International while co-leading joint initiatives with peer leadership.
- Formulate and execute Premium Support strategies and global coverage operations, acting as a change agent to drive continuous innovation.
- Directly manage relationships with key enterprise clients, serving as the ultimate escalation point and ensuring high service standards.
- Collaborate cross-functionally to champion the Voice of the Customer (VoC), secure account retention, foster client references, and support new deal cycles that safeguard company margins.
- Oversee operational compliance, workforce productivity, comprehensive TSM training, and retention programs to foster team growth.
Requirements
- Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain.
- Bachelor’s degree or equivalent practical experience with 10–15+ years of experience in the Support Services domain.
- 5+ years of management experience, ideally at the senior manager or director level.
- Extensive background in technical and commercial management for IT, software support, application services, or software development operations.
- Solid grasp of the SaaS ecosystem, internetworking fundamentals, and cybersecurity landscapes.
- Exposure to legacy and enterprise web security technologies such as Websense or Blue Coat (preferred).
- Demonstrate a proven ability to leverage AI technologies and workflows to drive measurable operational efficiency (preferred).
Conditions
- Various health plans.
- Time off plans for vacation and sick time.
- Parental leave options.
- Retirement options.
- Education reimbursement.
- In-office perks, and more!