Manager Customer Success Management

Job Description

Description Position: Manager Customer Success Management Location: Chandigarh, India Zscaler enables the world s leading organizations to securely transform their networks and applications for a mobile and cloud- first world. Applications have moved from the data center to the cloud and users are connecting to their workloads from everywhere, but security has remained anchored to the data center. Zscaler is redefining security by moving it out of the data center and into the cloud. The Zscaler Cloud Security Platform uses software- defined business policies, not appliances, to securely connect the right user to the right application, regardless of device, location, or network. Zscaler offers two service suites. Zscaler Internet Access scans every byte of traffic to ensure that nothing bad comes in and nothing good leaks out. Zscaler Private Access offers authorized users secure and fast access to internal applications hosted in the data center or public clouds without a VPN. Zscaler services are 100cloud- delivered and offer the simplicity, enhanced security, and improved user experience that traditional appliances or hybrid solutions are unable to match. Used in more than 185 countries, the Zscaler multi- tenant, distributed security cloud protects thousands of customers from cyber attacks and data loss, enabling customers to embrace the agility, speed, and cost containment of the cloud securely. The Manager Customer Success Management will report to the Director, Customer Success and will run the team providing world- class post- sales account management to Zscalers largest accounts. You will manage the team that directly interacts with our existing clients, identifies ways that Zscaler s service can improve their business and be responsible for demonstrating and driving that value towards customers in US. The CSM Manager will establish excellent cross- functional relationships with other Zscaler leaders to ensure that all Zscaler services are deployed in a manageable and supportable way. As the Zscaler platform integrates with many aspects of the Internet and customer infrastructure, a general understanding of Cloud & Network transformation along with Cyber Threats, Internet protocols is required. The CSM Manager will play a key role in driving customer success, optimization, and upsell of new business opportunities for US by qualifying and nurturing the installed base in support of our rapidly growing business. Zscaler is a SaaS company operating in a high growth market which leverages the Annual Recurring Revenue (ARR) model to fuel its growth. Come and grow your career in the Cloud vertical by helping us enable our customers to achieve success. The ideal candidate will possess excellent managerial, communication and consultancy skills. A strong track record of success is a must. The mission of Zscalers Customer Success department is to transform the way our customers work, to lead them through their digital transformation, and support their business outcomes. Improve Experience for our customers, and their users, to get the best user experience while maximizing security in a global environment. Through world- class technical engagement, and ensuring our customers get the best out of the technology. Engagement, a partner with our customers and partners, be their trusted advisors and turn them into raving fans of Zscaler Responsibilities/ What You ll Do Manage, hire and enable a team of up to 8 CSMs Provide input to the organizations strategic initiatives and drive these with the team Develop KPIs to support the strategic initiatives Establish operational objectives and work plans and delegates assignments to subordinates Drive behavior, motivate, and above all, support the existing CSM team - coach them, contribute to customer pursuits, get your hands dirty - whatever it takes. Develop the team through training and certification Develop and nurture customers to become Brand Ambassadors on behalf of Zscaler Interact with CISOs/ Director/ Manager Level stakeholders to drive VALUE realization from Zscaler platform Deliver Service Review presentations Onsite to align Zscaler services with customer business initiatives and priorities Demonstrate a fundamental understanding of Zscaler s technology and articulate the advantages of our solution against competitors. Consistently meet and exceed daily and weekly call goals for providing touch points for existing customers Work closely with Account Sales teams to help with Upsell/ Cross- sell opportunities in existing customers Understand customer pain points and help drive escalations by coordinating between Product Management and Support groups. Qualifications/ Your Background Direct management experience with demonstrated effective leadership in terms of improving the supervision of costs, methods, and staffing. Experience in a consultancy role involving networking or information security. Strong customer management skills during and post- incident response and the ability to influence our clients choices. Ability to interpret security reports to provide actionable improvements for our clients. You must be a proven high performer with a solid track record. An environment where you will be working on cutting edge technologies and architectures A fun, passionate and collaborative workplace Competitive salary and benefits, including equity The pace and excitement of working for a Silicon Valley Organisation,

Keyskills :
rec datacenter newbusiness installbase salesaccount cloudsecurity mer userexperience internetaccess costcontainment managementskills valuerealization ofsuccess newbusinessopp tunities highperf