Critical Accounts Program Manager

5 hours, 45 minutes ago
Full-time
Lead
Project and Program Management
Zscaler

Zscaler

Zscaler is a cybersecurity pioneer providing industry-leading CASB and SASE solutions, revolutionizing internet security with a cloud-based platform that protects users worldwide.

Internet Software & Services
1K-5K
Founded 2007

Description

  • Own end-to-end management of critical customer escalations for key EMEA accounts.
  • Establish action plans, communication cadences, stakeholder roles, and resolution milestones.
  • Assess risks, mitigate problems, and make timely business and technical decisions.
  • Coordinate cross-functional work across Support, Engineering, Product, Customer Success, Sales, and executive leadership.
  • Lead post-mortem analyses and track preventive and corrective actions through closure.
  • Identify recurring escalation themes and drive improvements in products, processes, communications, and operational readiness.

Requirements

  • 8+ years of customer-facing experience in incident management, escalation management, technical account management, service delivery, or support leadership.
  • Experience managing critical issues or programs in cross-functional environments involving customers, sales teams, and partners.
  • Strong executive communication, stakeholder management, and cross-functional leadership skills.
  • Familiarity with support escalation frameworks, incident management processes, or critical account governance.
  • Demonstrated curiosity about AI tools and experience integrating new technologies into workflows and problem-solving.
  • Ability to remain calm under pressure while managing ambiguity, tension, and unpredictable workloads.
  • Preferred: Background in cybersecurity, network security, SaaS, or cloud operations.
  • Preferred: Experience communicating with engineering teams, customer executives, and internal executive leadership.

Benefits

  • Various health plan options.
  • Vacation and sick-time programs.
  • Parental leave options.
  • Retirement options.
  • Education reimbursement.
  • In-office perks.
  • Hybrid working model and inclusive workplace environment.

Interested in this position?

Apply directly on the company website

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