Senior Technical Account Manager

About Zscaler

Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) 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. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. 

Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler. 

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

We're looking for a Senior Technical Account Manager (Sr. TAM) to join our Customer Success team to manage resolution of customers' technical service and infrastructure issues related to Zscaler products. This hire will be remote from Vancouver, British Columbia. Reporting to the Manager of Customer Success, you will:

• Work with customers using a variety of media (phone, email, on-site).You are held to the highest industry standards for responsiveness and services provided and manages the Premium Support relationship.
• Work with the Field Sales Team to ensure that Zscaler products and services are deployed in a manageable and supportable way. Engage our customers and partners as trusted advisors. Handle implementation and consulting projects, scheduling Zscaler web and email solutions for customers.
• Assist the Support team by taking support escalations and providing occasional support. Available for on-call duty to address important customer issues during non-operational hours. Establish communication channels between gold/platinum customers and internal teams. Keep customers updated on cloud updates and upgrades, ensuring necessary actions for availability and satisfaction.
• Provide on-site and virtual product training to Premium Support …