Technical Account Manager

Job Description

We're Looking For An Experienced TAM To Join Our Customer Success Team.

Reporting To The Manager, Technical Account Management.

You Will Be Responsible:.

- You will provide world-class post-sales engineering and professional services support to enterprises and service providers..
- You will work with customers using a variety of media (phone, email, on-site).
- All TAMs are held to the highest industry standards for responsiveness and services provided..
- The TAM manages the Premium Support relationship and ensures that Zscaler is and continues to be considered an important technology partner within the account.
- The TAM will work with the Field Sales Team to ensure that all Zscaler products and services are deployed in a manageable and supportable way, and the customer gets the most out of their investment for the life of the contract..
- The TAM will work toward establishing an excellent working relationship with other members of the Zscaler Team that are active within your accounts.
- As the Zscaler platform integrates with many aspects of the Internet and customer infrastructure, a thoughtful understanding of Internet protocols and networking beyond HTTP and SMTP is required..
- Provide on-site and virtual product training to Premium Support customers..
- Develop and deliver notifications of new Zscaler products and technologies to Premium Support customers.
- Monitor reporting information and policy configurations of Zscaler technologies at customer sites and make ongoing recommendations.
- Help develop best practices for implementing Zscaler products in both internal and customer-facing Knowledge Bases.
- Maintain intimate knowledge of all Zscaler products and services.
- Provide clear and constructive product feedback to Zscaler Product Management based on customer requirements.
- What We're Looking for (Minimum Qualifications).
- Manage satisfactory resolution of customers technical support and infrastructure issues based on Zscaler products and technologies..
- 5 +years of account management experience (either preor post-sales).
- Manage implementation and consulting projects, where you would plan Zscaler web and email solutions for customers or service providers..
- Expected to take support escalations from the region and help the Support team from time to time..
- Expected to be available to be on call when contacted by premium support customers for P0/P1 customer-affecting issues during non-operational hours..
- Create and facilitate communication channels between the gold/platinum customer and the product management and engineering teams in Zscaler..

What Will Make You Stand Out (Preferred Qualifications).

- Experience in implementing/ supporting web security and email security solutions..
- Experience in high-tech networking and information security industry..
- Committed desire to provide customer satisfaction.
- Experience establishing communication and engagement with prospects.
- In-depth understanding of enterprise networks and infrastructure.
- Troubleshoot and customer management skills..
- An in-depth understanding of TCP/IP, including reading packet, captures and general diagnostics is required..
- Understanding of Microsoft Active directory is required..
- Experience with open-source system administration: Windows, Linux, FreeBSD is required..
- Experience with FreeBSD and Linux, Internet protocols: HTTP, SMTP, DNS, LDAP, and FTP is required..
- Basic Shell Scripting/Programming Experience (bash, Perl etc.), SQL experience..
- Understanding of several routing and switching architectures (Cisco, Juniper, etc.) is an added advantage..