CAP Manager

Job Description

The CAP Manager position is a critical role within Zscaler, this role is a high-visibility role which provides the highest level of escalation for critical customer situations which are putting the Zscaler business relationship, account, or opportunity at risk. Escalations at this level will have executive visibility and involve issues which require cross functional involvement and include teams from product, services, and sales. The CAP Manager will lead and manage the resolution of customer's critical issues by building and executing an action plan which includes a communication strategy, internal cross functional involvement, action items and post mortem analysis. The CAP Manager is expected to take a "whatever it takes" attitude towards escalations and involve whatever team or resources are necessary to resolve the current customer critical issue.

Responsibilities:

• Ownership for driving progress and resolution of customer's critical issues per assigned geographic region.
• Develop and execute action plans in conjunction with cross-functional product development and management teams.
• Effectively communicate ongoing CAP status updates to both internal and customer audiences up to VP and C level
• Ability to think creatively, pivot and adapt when needed.
• Demonstrate strong judgment at risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives.
• Strong ability to influence and effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account.
• Perform post mortem analysis, evaluate and initiate internal discussions around key areas of focus or improvement for product, process and people

Qualifications:

• Program/project management of critical issues in a cross-functional environment that includes working with sales, customer, and partners to resolve complex and critical issues.
• Ability to speak to the product from an Engineering level to a customer executive level.
• Technical background in the security and or networking space
• Experience as Escalations Engineer, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired.
• Excellent verbal and written communication skills including the ability to provide regular updates (verbal and written) to Corporate Executives
• Strong capacity for Influencing, negotiating, and delegating efforts.
• High stress tolerance. Must be someone who remains calm under pressure and is comfortable dealing with ambiguity, tension, and unpredictable workloads.
• Ability to work in a fast paced, challenging environment with global customers.
• Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer.
• A “whatever it takes” customer-first attitude and a willingness to go the extra mile to foster customer success.
• Demonstrated ability to lead and motivate others.
• 8+ years of customer facing sales and/or services delivery roles.
• BA/BS in computer science or equivalent (MBA a plus)