Note: The job is a remote job and is open to candidates in USA. Zscaler is an AI-forward enterprise focused on ensuring customers' agility and security. They are seeking a Critical Accounts Program Manager to lead the resolution of critical customer issues, manage action plans, and communicate effectively with executive-level stakeholders.
Responsibilities
- Ownership for driving progress and resolution of customer's critical issues per assigned geographic region
- Develop and execute action plans in conjunction with cross-functional product development and management teams
- Effectively communicate ongoing CAP status updates to both internal and customer audiences up to VP and C level
- Demonstrate strong judgment at risk management and problem mitigation, making timely decisions from both business and technical perspectives
- Perform post mortem analysis, evaluate and initiate internal discussions around key areas of focus or improvement for product, process, and people
Skills
- Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
- Program or project management of critical issues in a cross-functional environment that includes working with sales, customers, and partners to resolve complex and critical issues
- Technical background in the security and/or networking space with the ability to speak to the product from an engineering level to a customer executive level
- Experience in customer-facing sales and/or services delivery roles with a focus on driving complex technical issues to closure
- BA/BS in computer science, engineering, information systems, or equivalent practical experience
- Experience leveraging AI-driven sentiment analysis, automated support insights, or predictive analytics to proactively identify, track, and mitigate high-risk customer escalations
- Experience as an Escalations Engineer, Technical Account Manager, Engineering Manager, or Customer Support Manager at an enterprise technology or SaaS company
- Experience with Secure Service Edge, Zero Trust SASE, and/or Zero Trust Network Access products and solutions
- Master of Business Administration (MBA)
Benefits
- Various health plans
- Time off plans for vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks, and more!
Company Overview
Company H1B Sponsorship