About Zscaler

Zscaler (NASDAQ: ZS) accelerates digital transformation so that customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange is the company’s cloud-native platform that protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

With more than 10 years of experience developing, operating, and scaling the cloud, Zscaler serves thousands of enterprise customers around the world, including 450 of the Forbes Global 2000 organizations. In addition to protecting customers from damaging threats, such as ransomware and data exfiltration, it helps them slash costs, reduce complexity, and improve the user experience by eliminating stacks of latency-creating gateway appliances.

Zscaler was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. Zscaler’s purpose-built security platform puts a company’s defenses and controls where the connections occur—the internet—so that every connection is fast and secure, no matter how or where users connect or where their applications and workloads reside.

Director of Customer Services - Japan

We are looking for a driven, experienced Director of Customer Services (TAC & TAM) to roll-up their sleeves and be the driving force behind Zscaler’s World-Class premium support customer experience with large enterprise customers in Japan. Our customers expect a high touch service to help them with adopting efficiently the Zscaler service. The TAC team consists of seasoned engineers who solve complex problems understanding requirements from customers operating in Japan. The Technical Account Management team consists of seasoned technical experts providing best practice service configuration, operational excellence methodology & solving complex support cases. As the Director of Customer Services Japan, you will be the innovative leader behind all planning, building, recruiting, hiring and interacting with our top customers in the geography.

What you’ll do:

Lead management team of 30+ plus TAC & Technical Account Managers in Japan and growing
Responsible for Operational Excellence and engaging with our top customers on delivery of the service
Focus on Customer satisfaction/Productivity/Training of TAC & TAM and Employee retention & Growth
Report to the VP TAM International, providing senior leadership and strategy while working together with Cross Functional leadership peers on joint projects and initiatives
Act as a Change Agent in promoting the department initiatives and innovation
Formulate and implement Premium Support strategy, direction, and initiatives and ensure that you work the in night shift to drive overall operational excellence
Collaborate across other departments to ensure voice of the customer is represented
Act as the ultimate point of escalation for client support issues
Provide overall leadership to managers and staff to adhere to processes, procedures and policies
Meet and work with multiple levels of an organization, both internally and externally
Liaise with peers at other departments to work together, taking care of specific customers for retention, reference, or new deals that protect overall company revenue and margin.

What do we expect from you:

Bachelor’s Degree, relevant college education or equivalent experience
3-5+ years of management experience, senior management and/or director level experience preferred
An overall experience of at least 10-15 years in Support Services
Experience in technical or commercial management of software support services or software development or customer care around IT/Application services highly preferred
Overall basic understanding of Internetworking/Security and SAAS market
Experience with SaaS or Proxy technologies is a plus

What You Can Expect From Us:

An environment where you will be working on cutting-edge technologies and architectures
A fun, passionate and collaborative workplace
Competitive salary and benefits, including equity

Why Zscaler?

People who excel at Zscaler are smart, motivated and share our values. Ask yourself: Do you want to team with the best talent in the industry? Do you want to work on disruptive technology? Do you thrive in a fluid work environment? Do you appreciate a company culture that enables individual and group success and celebrates achievement? If you said yes, we’d love to talk to you about joining our award-winning team.

Learn more at zscaler.com or follow us on Twitter @zscaler. Additional information about Zscaler (NASDAQ: ZS ) is available at http://www.zscaler.com. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status or any other characteristics protected by federal, state, or local laws.

See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

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Zscaler complies with all applicable federal, state, and local pay transparency rules. For additional information about the federal requirements, click here.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.

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