Manager, Technical Account Management

hace 4 semanas

San José, Costa Rica Zscaler A tiempo completo

Company Description
- we process over 50 billion transactions a day in our cloud to protect our customers.

**Job Description**:
Are you looking for an opportunity to have significant impact at a great company while building your career? Zscaler is seeking a high-energy, experienced Technical Account Management Leader to manage the post-sales technical relationships for our largest customers, turning them into life-long fans and ensuring the continued success of our most critical client relationships.

The TAM will work closely with the Customer Success Manager to ensure that all Zscaler products and services are deployed in a manageable and supportable way, and the client gets the most value from their investment for the life of the contract. The TAM will work toward establishing excellent working relationship with other members of the Zscaler Team that are active within his/her account. As the Zscaler platform integrates with many aspects of the Internet and customer infrastructure, a thorough understanding of Cyber Threats, Internet protocols and networking beyond HTTP and SMTP is required.

**Responsibilities**:

- Provide input to the organizations strategic initiatives and drive these with the team
- Develop KPIs to support the strategic initiatives
- Establish operational objectives and work plans and delegates assignments to subordinates
- Drive behavior, motivate, and above all, support the existing TAM team - coach them, contribute to customer pursuits, get your hands dirty - whatever it takes
- Hire and retain the best talent available
- Develop the team through training and certification
- Drive the implementation of the transformation and architectural roadmaps
- Working closely with the Customer Success Managers to drive project and engagement plans with your clients
- Provide technical leadership during major incidents
- Improve service availability, security posture and service consumption.
- Build a relationship with our clients.
- Resolve the more difficult technical issues and lingering issues our clients may have
- Ensure a clear path to technical resolution is communicated to your clients
- Help develop and maintain best practices for implementing and supporting Zscaler products in both internal and customer-facing Knowledge Bases
- Maintain client specific documentation. Incident response plans, architectural and deployment documentation
- Develop and assist clients in adopting our best practices

**Qualifications**:
**What we expect from you**:

- Preferred past experience hiring/building and defining roles for a world-class technical account management team up to 10-15 members
- Knowledge of the Federal (Civilian and DoD) customer community and specific customer needs and demands within the marketplace
- Our strong preference is a proven consultancy background in Internet and Security technologies such as SWG, Sandboxing, FireWall, DLP, VPNs, MPLS, SD-WAN or WAN Optimization. The ability to read packet captures.
- Direct management experience (2 years minimum) with demonstrated effective leadership in terms of improving supervision of costs, methods, and staffing.
- 10+ years’ experience in a consultancy role involving networking or information security.
- Intimate knowledge of HTTP, HTTPS and core networking protocols.
- Strong customer management skills during and post incident response and the ability to influence our clients choices.
- Ability to interpret security reports to provide actionable improvements for our clients.
- Vendor certification CISSP, CCIE, CCNP, JNCIE, MCSE a distinct advantage.
- You will have a detailed working knowledge of web based security and network infrastructure, Security Proxies, such as NGFW, SSL/IPSec VPNs, and Firewalls.
- You must be a proven high performer with a solid track record.

In Return, we will invest in you and in your customers. You will be supported by a world class team who turn our customers into advocates; and give you the skills you need to build a highly successful career.

**Additionally, we will make every effort**:

- To provide you with the best support, learning, and access to expertise in the marketplace.
- To invest in your personal and professional growth and reward you accordingly with competitive pay, benefits, and equity.
- And, provide you with an environment that is defined by collaboration.

Additional Information

All your information will be kept confidential according to EEO guidelines.

LI-YC2

**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

**Why Zscaler?**

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 company culture that enables i

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