Manager, Customer Support

Company Description

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.

**Job Description**:
Provides leadership and direction to the teams that are executing customer support to Zscaler customers. This highly visible role will bring strong client support experience and technical strength related to security practices to continue growth and reputation as the leading provider of technology solutions to our market.

In this role, you will work closely with sales, product, technology teams and customers to ensure Zscaler product support are delivered timely and achieve the business objectives for our customers. To be successful in this role, you will need to possess a positive, engaging and goal-oriented management style and must be comfortable working with cross functional teams.

**Qualifications**:

- Responsible for taking an entrepreneurial approach to building and implementing Services Offerings with customer success as the goal
- Build and sustain an efficient, responsive organization that supports a customer success centric approach to support delivery
- Set goals and initiatives for the team and manage performance and productivity to achieve SLAs for customer interactions
- Build Infrastructure and knowledge base to promote Online Customer Self-service
- Drive organizational process improvements for world class customer experience
- Influence cross-functional business units to drive operational excellence and customer satisfaction
- Build and sustain trusting client relationships at the appropriate level
- Maintain a positive environment that encourages employee participation, promote individual growth and development and minimize turnover
- Contribute to the financial success of the business unit through effective planning, budget management and maintain margins

**Qualifications**:

- 5 + years of exceptional leadership in leading, managing and scaling a growing services organization
- Excellent client relationship management skills, and ability to serve as a trusted advisor
- A roll-up sleeves approach to the design, development, implementation and measure of Support Services
- Strong interpersonal skills and a collaborative nature
- A proven performance track record of achieving / overachieving against goals
- Demonstrated good verbal, presentation and written skills; the ability to speak to groups and lead or facilitate technical workshops.
- Direct experience in a technical role (e.g., engineering) highly preferred.
- Experience in the SaaS Security domain preferred

Additional Information

The base salary range for this full-time position is 28,800,000 CRC Per Annum + equity + benefits.

Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.

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

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**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 individual and group success and celebrates achievement? If you said yes, we’d love to talk to you about joining our award-winning team.

Zscaler is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.