Technical Account Manager -EMEA

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 innovative solutions. We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential. Together, we create a customer-centric culture that fosters success, adoption, and continuous growth. 

We're looking for an experienced TAM to join our Customer Success team. Reporting to the Manager, Technical Account Management. you will be responsible:

• Understanding customers’ business objectives, challenges, and technical environments to ensure alignment with Zscaler solutions. You will drive customer satisfaction, platform adoption, and best-practices. You will also work with customers using a variety of media (phone, email, on-site). Manage technical escalations effectively, ensuring resolution and communication with all stakeholders
• Build and nurture relationships with key customer stakeholders, including technical teams, security leaders, and executive sponsors. Conduct regular operational and technical reviews with the customers to track ongoing technical projects, deliver insights, and identify areas for growth and improvement
• Experience establishing communication and engagement with prospects for relevant product and feature updates. You will anticipate potential challenges by managing customer environments and usage patterns, providing proactive recommendations to mitigate risks.
• Maintain an in-depth understanding of all Zscaler products & services, staying current with new features and updates. Help develop best practices for implementing Zscaler products in both internal and customer-facing Knowledge Base
• Collaborate with teams, including Sales, Support, and Product, to deliver seamless customer experience

What We're Looking for (Minimum Qualifications)

• 5+ years of experience in customer-facing roles such as Technical Customer Success / Account Manager, Customer Success Engineer, Solution Engineer, Technical Support Engineers or Professional Services, blending technical expertise and account management
• Demonstrated experience in leading strategic communications with customer leadership and achieving account-level outcomes in areas such as technical projects, product feature implementations, and best-practice adoption
• You will need to be technology aware and well versed in areas such as networking security and internet protocols. Hands-on expertise in areas such as TCP/IP, DNS, HTTP/S, SNMP, DHCP, VPN, and routing protocols (BGP, OSPF, MPLS),Web Security Gateways. Basics of Network Security (ACLs, VPNs, firewall policies). Proxy/ SD-WAN is a plus
• Familiarity with network diagnostics tools (ping, traceroute, netstat, Wireshark, Header Traces)
• Experience managing technical escalations effectively, ensuring timely resolution and communication with all partners

What Will Make You Stand Out (Preferred Qualifications)

• Experience in managing large complex accounts, aligning customer business challenges with solutions and delivering business reviews
• Experience in running discovery discussions, building High/Low level design and familiarity with managing large-scale deployments or migrations
• In-depth understanding of enterprise networks, infrastructure and hands-on experience on cloud security technologies (e.g., SASE, SSE, ZTNA)
• Experience with open-source system administration: Linux, LDAP, FreeBSD and understanding of AD. Knowledge of authentication protocols like SAML, LDAP, and OAuth

#LI-Hybrid

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At Zscaler, we believe that diversity drives innovation, productivity, and success. We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure. We are guided by these principles as we create a representative and impactful team, and a culture where everyone belongs. For more information on our commitments to Diversity, Equity, Inclusion, and Belonging, visit the Corporate Responsibility page of our website.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!

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.