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Manage, escalate, and drive satisfactory resolution of customers' technical, service and infrastructure issues based on Zscaler products and technologies. Manage implementation and consulting projects, where you would be expected to plan, schedule and implement Zscaler solutions (ZIA, ZPA, ZDX etc.) for customers or service providers. Help develop, drive implementation of and maintain best practices for effective operation of Zscaler products. Expected to own technical escalations from the region and drive them to resolution. Expected to assist on rare occasions when contacted by assigned Enterprise accounts for critical business impact P0/P1 escalations during non-operational hours. Create and facilitate communication channels between the account and product management/engineering teams in Zscaler. Proactively inform customers about cloud updates, upgrades and ensure necessary action to maintain availability and customer satisfaction. Provide on-site and virtual product training to assigned Enterprise accounts. Pro-actively develop and deliver notifications of new Zscaler products and technologies to assigned Enterprise accounts. Pro-actively monitor reporting and consumption information along with policy configurations of Zscaler technologies at customer sites and make on-going recommendations to enhance overall experience. Help develop and maintain content in both internal and customer-facing Knowledge Bases. Maintain intimate knowledge of all Zscaler products and services. Provide clear and constructive product feedback to Zscaler Product Management based on customer requirements to help shape the future of the platform.
Position: Customer Success Manager Mandatory: Cyber Security and/or Network Security ExperienceThe Customer Success Manager will play a key role in driving Customer Success, optimization and upsell of new business opportunities for customers by qualifying and nurturing customers in our rapidly growing business. Zscaler is a SaaS company operating in a high growth market which leverages the Annual Recurring Revenue (ARR) model to fuel its growth. Come and grow your career in the Cloud vertical by helping us enable our customers to achieve success.Responsibilities/What You’ll DoTake ownership of your accounts, be the advocate for, and champion their needs into ZscalerWork with cross-functional teams to own and ensure customer deployments have completed quickly and efficientlyThrough monthly and quarterly interaction become the trusted advisor to your customersWork with the Customer to understand and ensure their business objectives are realized.Work closely with the Field Sales Team on identified opportunities for expansion within your accounts.Through interaction with the Customers, Operational, Management, and Director/CxO levels, ensure all are able to see the value of the serviceAs trusted advisor recommend ways your customer can get more value from the service.Ensure you are aware of your customer’s pain points and coordinate cross functional teams to get the customer the best outcome.Other duties as assigned
Duties and responsibilitiesWork collaboratively with Customer Success and Sales teams to drive adoption, value and customer outcomes across all segments.Engage with customers through technical 1:1 workshops and provide them technical recommendations related to their environment with the objective to increase their Value Realization.Present at Customer User Groups covering best practices for achieving goals, experiences and recommendations around ZS technology.Deliver internal technical sessions to Customer Success Managers to help them drive technology adoption at scale through training and building adoption playbooks.All while working cross functionally with Customer Success, Product, Engineering and Support teams.
