Manager - Technical Account Management

Job Description

The Manager - Technical Account Management (US) will report to the Director, Technical Account Management . As a TAM Manager, you will provide world-class post-sales engineering and professional services support to Zscalers largest accounts. You will interact with our clients remotely with occasional onsite visits via phone email in a professional and efficient manner. TAMs are held to the highest industry standards for responsiveness and services provided. The TAM manages the technical relationship and ensures that Zscaler is and continues to be considered a key technology partner within the account. 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 an 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. The mission of Zscalers Customer Success department is to transform the way our customers work, to lead them through their digital transformation, and support their business outcomes. Improve Experience for our customers, and their users, to get the best user experience while maximizing security in a global environment. Through world-class technical engagement, and ensuring our customers get the best out of the technology. Engagement, a partner with our customers and partners, be their trusted advisors and turn them into raving fans of Zscaler Responsibilities/What You ll Do:

• 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/Your Background:

• 5 years in a leadership role

• Provide input to the organizations strategic initiatives and drive these with the team

• Develop KPIs to support the strategic initiatives

• 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

• Working closely with the Customer Success Managers to drive project and engagement plans with your clients

• Provide leadership during major incidents

• Build a relationship with our clients.

• Resolve the more difficult technical issues and lingering issues our clients may have

• Strong customer management skills during and post-incident response and the ability to influence our client s choices.

• Knowledge in TCP HTTP/s and previously worked in technical roles.

• Internet and Security technologies such as SWG, Sandboxing, FireWall, DLP, VPNs, MPLS, SD-WAN or WAN Optimization.

• The ability to read packet captures

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Keyskills :
user experiencecustomer managementdigital transformationsecurity servicesservice availabilityprofessional servicesaccount managementstrategic initiativesmanagement skillstechnical leadership