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Zscaler is 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 based in Texas. Reporting to the Manager of Customer Success, you will work with customers using a variety of media (phone, email, on-site) and be held to the highest industry standards for responsiveness and services provided. You will manage the Premium Support relationship and work with the Field Sales Team to ensure that Zscaler products and services are deployed in a manageable and supportable way. Your role will involve engaging our customers and partners as trusted advisors, handling implementation and consulting projects, and scheduling Zscaler web and email solutions for customers. Additionally, you will assist the Support team by taking support escalations and providing occasional support, being available for on-call duty to address important customer issues during non-operational hours. You will establish communication channels between gold/platinum customers and internal teams, keep customers updated on cloud updates and upgrades, and provide on-site and virtual product training to Premium Support customers. Monitoring reporting information and policy configurations at customer sites, offering ongoing recommendations, and providing valuable product feedback to Zscaler Product Management based on customer requirements are also key responsibilities.
