Description
Our Engineering team built the world’s largest cloud security platform from the ground up, and we keep building. With more than 100 patents and big plans for enhancing services and increasing our global footprint, the team has made us and our multitenant architecture today's cloud security leader, with more than 15 million users in 185 countries. Bring your vision and passion to our team of cloud architects, software engineers, security experts, and more who are enabling organizations worldwide to harness speed and agility with a cloud-first strategy.
We're looking for an experienced Technical Account Manager to join our Technical Account Management team. Reporting to the Senior Manager you'll be responsible for:
- Provide technical insight and leading practices for implementing and operationalizationing Zscaler solutions to solve complex customer problems. This expertise will be applied to solve high impact problems for customers.
- Product Expertise & Strategy – Provide customers with technical guidance for new solution capabilities, migrations, integrations, and expansions. Work directly with customers to develop customized technical strategies to meet their desired business outcomes.
- Consumption and Delivery Execution – Create adoption plans and influence the acceleration of production level consumption across solutionareas.
- Risk Management – Identify technical risks to the customer’s adoption strategy and assist in the development of risk mitigation plans.
- Customer Experience – Provide technical expertise during customer escalations and assist in coordinating resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled.
- Customer Enablement – Provide informal/tailored technical and Zscaler product workshops (where possible) to customers to further drive both adoption and integration of Zscaler solutions.
- Knowledge Builder – Participate in the creation, updating, and sharing of intellectual capital (training, knowledge base articles, best practice guides, playbooks, runbooks, etc.) to help make the Customer Success team better, stronger, and faster.
What We’re Looking for (Minimum Qualifications)
- 3+ years experience in a customer-facing role, such as Technical Account Management, Professional Services, Solutions Engineering, or Advanced Technical Support.
- 2+ years of fundamental knowledge of two or more of the following
- Detailed working knowledge of Security & Networking infrastructure, such as Firewalls, Proxies, Web Security Gateways, VPNs, SSL Inspection, etc.
- Strong ability to effectively communicate complex technical concepts to customer stakeholders, including IT administrators, compliance officers, and executive leadership.
- Strong technical acumen with the ability to align the customer’s business challenges to the Zscaler portfolio in order to meet the customer’s desired business outcomes.
- Ability to analyze customer data to gain key insights and develop an adoption strategy/risk mitigation plan tailored to the specific customer.
What Will Make You Stand Out (Preferred Qualifications)
- Ability to interpret security reports to provide actionable intelligence & security posture improvements to customers.
- Ability to provide leadership (internal and customer facing) executive summaries and proven record of establishing rapport with all levels within the customers organization including C-suites.
- Good working knowledge of cloud platforms such as AWS, Azure, GCP.
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