CAP Manager - Remote - USA

About Zscaler

Zscaler (NASDAQ: ZS) accelerates digital transformation so that customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange is the company’s cloud-native platform that protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. 

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. 

Zscaler was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. Zscaler’s purpose-built security platform puts a company’s defenses and controls where the connections occur—the internet—so that every connection is fast and secure, no matter how or where users connect or where their applications and workloads reside.

Job Description

The CAP Manager position is a critical role within Zscaler, this role is a high-visibility role which provides the highest level of escalation for critical customer situations which are putting the Zscaler business relationship, account, or opportunity at risk. Escalations at this level will have executive visibility and involve issues which require cross functional involvement and include teams from product, services, and sales. The CAP Manager will lead and manage the resolution of customer's critical issues by building and executing an action plan which includes a communication strategy, internal cross functional involvement, action items and post mortem analysis. The CAP Manager is expected to take a "whatever it takes" attitude towards escalations and involve whatever team or resources are necessary to resolve the current customer critical issue.

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
• Ability to think creatively, pivot and adapt when needed.
• Demonstrate strong judgment at risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives.
• Strong ability to influence and effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account.
• Perform post mortem analysis, evaluate and initiate internal discussions around key areas of focus or improvement for product, process and people

Qualifications:

• Program/project management of critical issues in a cross-functional environment that includes working with sales, customer, and partners to resolve complex and critical issues.
• Ability to speak to the product from an Engineering level to a customer executive level.
• Technical background in the security and or networking space
• Experience as Escalations Engineer, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired.
• Excellent verbal and written communication skills including the ability to provide regular updates (verbal and written) to Corporate Executives
• Strong capacity for Influencing, negotiating, and delegating efforts.
• High stress tolerance. Must be someone who remains calm under pressure and is comfortable dealing with ambiguity, tension, and unpredictable workloads.
• Ability to work in a fast paced, challenging environment with global customers.
• Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer.
• A “whatever it takes” customer-first attitude and a willingness to go the extra mile to foster customer success.
• Demonstrated ability to lead and motivate others.
• 8+ years of customer facing sales and/or services delivery roles.
• BA/BS in computer science or equivalent (MBA a plus)

 

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.

The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits.

Base Pay Range$119,000—$170,000 USD

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status or any other characteristics protected by federal, state, or local laws.

See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules. For additional information about the federal requirements, click here.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.

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