At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions. We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential. Together, we create a customer-centric culture that fosters success, adoption, and continuous growth. 

We’re looking for an experienced TAM to join our Customer Success team. Reporting to the Manager, Technical Account Management. you will be responsible:

• Understanding customers’ business objectives, challenges, and technical environments to ensure alignment with Zscaler solutions. You will drive customer satisfaction, platform adoption, and best-practices. You will also work with customers using a variety of media (phone, email, on-site). Manage technical escalations effectively, ensuring resolution and communication with all stakeholders
• Build and nurture relationships with key customer stakeholders, including technical teams, security leaders, and executive sponsors. Conduct regular operational and technical reviews with the customers to track ongoing technical projects, deliver insights, and identify areas for growth and improvement
• Experience establishing communication and engagement with prospects for relevant product and feature updates. You will anticipate potential challenges by managing customer environments and usage patterns, providing proactive recommendations to mitigate risks.
• Maintain an in-depth understanding of all Zscaler products & services, staying current with new features and updates. Help develop best practices for implementing Zscaler products in both internal and customer-facing Knowledge Base
• Collaborate with teams, including Sales, Support, and Product, to deliver seamless customer experience

What We’re Looking for (Minimum Qualifications)

• 5+ years of experience in customer-facing roles such as Technical Customer Success / Account Manager, Customer Success Engineer, Solution Engineer, Technical Support Engineers or Professional Services, blending technical expertise and account management
• Demonstrated experience in leading strategic communications with customer leadership and achieving account-level outcomes in areas such as technical projects, product feature implementations, and best-practice adoption
• You will need to be technology aware and well versed in areas such as networking security and internet protocols. Hands-on expertise in areas such as TCP/IP, DNS, HTTP/S, SNMP, DHCP, VPN, and routing protocols (BGP, OSPF, MPLS),Web Security Gateways. Basics of Network Security (ACLs, VPNs, firewall policies). Proxy/ SD-WAN is a plus
• Familiarity with network diagnostics tools (ping, traceroute, netstat, Wireshark, Header Traces)
• Experience managing technical escalations effectively, ensuring timely resolution and communication with all partners

What Will Make You Stand Out (Preferred Qualifications)

• Experience in managing large complex accounts, aligning customer business challenges with solutions and delivering business reviews
• Experience in running discovery discussions, building High/Low level design and familiarity with managing large-scale deployments or migrations
• In-depth understanding of enterprise networks, infrastructure and hands-on experience on cloud security technologies (e.g., SASE, SSE, ZTNA)
• Experience with open-source system administration: Linux, LDAP, FreeBSD and understanding of AD. Knowledge of authentication protocols like SAML, LDAP, and OAuth

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