Senior Technical Success Manager
Core
Drive deep product adoption and oversee technical strategy for top-tier customers, serving as a primary technical advisor to resolve intricate infrastructure challenges and ensure customer requirements inform product development.
Role type
Senior Technical Success Manager (Customer Success)
Builds
Zscaler Zero Trust Exchange (SASE-based cloud security platform)
Domain
Cybersecurity / Cloud Security / Enterprise Networks
Deliverable
client delivery
Required skills
Technical account management, web and email security solutions, enterprise networks, advanced protocol workflows, troubleshooting tools (Wireshark, WinMTR, Fiddler), strategic project management, customer leadership influence
Preferred skills
Core network protocols, packet capture analysis, L2/L3 devices, IPS/IDS/DLP, SAML/LDAP authentication, shell scripting, SQL, Cisco/Juniper routing and switching architectures
Responsibilities
Manage premium customer support relationships across multiple channels, partner with Field Sales to drive successful adoption, act as dedicated liaison for Premium Support customers managing escalations, deliver high-impact on-site and virtual product training, monitor customer environments to provide proactive recommendations
Seniority
Senior, hands-on IC