Technical Account Manager - Federal

As a Zscaler Technical Account Manager (TAM), you will provide world-class post-sales engineering and professional services support to enterprises and service providers.  You will interact with customers in a professional and efficient manner to resolve their highest priority challenges and drive product adoption.  All TAMs are held to the highest industry standards for responsiveness and services provided. The TAM owns and manages the post-sales technical relationship with Zscaler customers and ensures that Zscaler is and continues to be considered a key technology partner within the account.  The TAM will work closely with the Field Sales Team and Customer Success 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 their accounts. As the Zscaler platform integrates with many aspects of the Internet and customer infrastructure, a thorough understanding of Internet protocols, information security and networking is required.

 

Responsibilities/What You’ll Do:Manage, escalate, and drive satisfactory resolution of customers' technical, service and infrastructure issues based on Zscaler products and technologies.Manage implementation and consulting projects, where you would be expected to plan, schedule and implement Zscaler  solutions (ZIA, ZPA, ZDX etc.) for customers or service providers.Expected to own technical escalations from the region and drive them to resolution.Expected to be available to be on call on rare occasions when contacted by assigned Enterprise accounts for high business impact P0/P1 escalations during non-operational hours.Create and facilitate communication channels between the account and product management/engineering teams in Zscaler.Proactively inform customers about cloud updates, upgrades and ensure necessary action to maintain availability and customer satisfaction.Provide on-site and virtual product training to assigned Enterprise accounts.Pro-actively develop and deliver notifications of new Zscaler products and technologies to assigned Enterprise accounts.Pro-actively monitor reporting and consumption information along with policy configurations of Zscaler technologies at customer sites and make on-going recommendations to enhance overall experience.Help develop and maintain best practices for implementing and supporting Zscaler products in both internal and customer-facing Knowledge BasesMaintain intimate knowledge of all Zscaler products and servicesProvide clear and constructive product feedback to Zscaler Product Management based on customer requirements to help shape the future of the platform.