Deskripsi Pekerjaan
We are looking for a Senior Technical Success Manager to join our dynamic team at Zscaler, the global leader in Zero Trust security. In this hybrid role based in Singapore, you will be pivotal in driving customer adoption, retention, and satisfaction for our enterprise clients. You will act as the technical bridge between our product teams and customers, ensuring they derive maximum value from our cloud-native security solutions.
As a Senior Technical Success Manager, you will manage a portfolio of key accounts, conducting deep-dive technical reviews and proactive health checks. You will lead the resolution of complex technical blockers, collaborate with engineering to improve product features based on customer feedback, and mentor junior success managers. If you are passionate about cloud security, customer success, and building lasting relationships, we want to hear from you.
Tanggung Jawab
- Lead the end-to-end technical onboarding and adoption process for new Zscaler customers, ensuring a seamless experience.
- Act as the primary technical escalation point for complex customer issues, collaborating with support and engineering teams.
- Conduct quarterly business reviews (QBRs) and technical health checks to assess customer utilization and value realization.
- Drive customer satisfaction (CSAT) and Net Promoter Score (NPS) improvement through proactive engagement and solution design.
- Partner with Product and Engineering teams to advocate for customer needs and influence roadmap decisions.
- Identify upsell and cross-sell opportunities within your portfolio by analyzing customer usage patterns and technical requirements.
Kualifikasi
- 5+ years of experience in Technical Account Management, Customer Success, or Technical Support within the cybersecurity or SaaS industry.
- Strong understanding of cloud security concepts, Zero Trust architecture, and network protocols (SD-WAN, VPN, SSL).
- Experience with enterprise security solutions, ideally Zscaler, Cisco, Palo Alto Networks, or Fortinet.
- Excellent communication skills, with the ability to translate complex technical concepts for diverse stakeholder audiences.
- Proven track record of managing large customer portfolios and driving retention metrics.
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.