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Critical Accounts Program Manager

3 weeks, 4 days ago
United States
Full-time
Lead
Program Manager
Project and Program Management
Machine Learning
Apply Now
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
View All Jobs 81

Description

  • Own progress and resolution of critical customer issues for an assigned geographic region.
  • Develop and execute action plans with cross-functional product development and management teams.
  • Coordinate alignment across product, services, and sales to resolve complex escalations.
  • Provide regular CAP status updates to internal stakeholders and customers up to VP and C-suite level.
  • Use business and technical judgment to assess risk, mitigate problems, and make timely decisions.
  • Perform post-mortem analysis on critical issues and identify improvements for product, process, and people.
  • Lead resolution efforts for high-visibility customer situations that put business relationships, accounts, or opportunities at risk.
  • Manage escalations in a customer-facing environment and drive complex technical issues to closure.

Requirements

  • Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions.
  • Program or project management experience handling critical issues in a cross-functional environment with sales, customers, and partners.
  • Technical background in security and/or networking, with ability to speak to the product from engineering to executive levels.
  • Experience in customer-facing sales and/or services delivery roles focused on resolving complex technical issues.
  • Bachelor’s degree in computer science, engineering, information systems, or equivalent practical experience.
  • Experience leveraging AI-driven sentiment analysis, automated support insights, or predictive analytics is preferred.
  • Experience as an Escalations Engineer, Technical Account Manager, Engineering Manager, or Customer Support Manager at an enterprise technology or SaaS company is preferred.
  • Experience with Secure Service Edge, Zero Trust SASE, and/or Zero Trust Network Access products and solutions is preferred.
  • MBA is preferred.
  • Remote US-based role; EST preferred.

Benefits

  • Base salary range of $127,400 to $182,000 USD.
  • Commission, bonus, and equity may be available in addition to base pay.
  • Various health plans.
  • Time off plans for vacation and sick time.
  • Parental leave options.
  • Retirement options.
  • Education reimbursement.
  • In-office perks and other employee benefits.

Interested in this position?

Apply directly on the company website

Apply Now

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