Sr. Manager, Customer Success Engineering - Americas

Job Description:

Sr. Manager - Customer Success Engineering - Americas

Customer adoption is the lifeline of any SaaS driven company, customers will forever be driven by business objectives to align project priorities. As a transformation vendor, still disrupting the networking and security markets, Zscaler is hyper focused on making sure our customers not only renew with us but as importantly fully adopt what they have purchased [licenses and capabilities].

We are currently seeking a highly skilled and experienced Senior Manager, Customer Success Engineering to oversee and expand our Americas CSE team. In this role, you will be at the forefront of driving technical adoption and ensuring value realization for our diverse customer base. Your primary responsibilities will include leading the team, fostering its growth, and developing the skills and expertise of each team member to drive adoption and value realization with customers.

To excel in this position, you must establish and nurture strong relationships across Product and Go To Market departments, actively promoting adoption and the pivotal role of the CSE team. We are seeking a seasoned post-sale leader who can demonstrate a proven track record of successfully driving adoption and achieving tangible results.

Responsibilities:

• Recruit, mentor, and develop the Customer Success Engineering Team to ensure their growth and success.
• Refine and scale core customer adoption processes, such as implementing best practices and enhancing customers' cyber security stance in alignment with Zscaler's standards.
• Qualify existing customer SaaS services based on Zscaler's best practices.
• Develop and implement customer adoption initiatives across various Zscaler platform capabilities.
• Collaborate closely with Customer/Account Executives, Directors, and Operations team to drive adoption.
• Participate in regional industry events/organizations as a thought leader.
• Collaborate with internal functional areas to ensure solutions are implemented and supported according to client expectations.
• Provide input on product development or enhancements to the product management function.

Qualifications:

• Bachelor’s Degree in Engineering or a related field, or equivalent experience.
• 8+ years of experience in sales engineering, systems engineering, or post-sales customer-facing engineering, with at least 5 years in managing and directing a customer-facing engineering team or similar experience
• Excellent knowledge and prior experience in selling/positioning network security technologies, including but not limited to HTTP and web-related technologies, proxies, caches, firewalls, SSL/IPsec, VPNs, DLP, anti-virus, spam, and spyware solutions (Gateway and SaaS).
• Demonstrated success working with Fortune 1000 companies.
• Strong customer relationship and people skills, as well as excellent written communication and presentation skills.
• Excellent project management skills.
• Ability to influence technical decision-makers and executives.
• Willingness and ability to travel as needed.

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