Critical Accounts Program Manager

🔥 13 hours ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

📋 Program Manager

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

👻 Ghost score 10%

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Zscaler

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2008

🔒 Cybersecurity

☁️ SaaS

🏢 Enterprise

💰 Secondary Market on 2017-11

Cybersecurity • SaaS • Enterprise

Zscaler is a leading provider of cloud-based cybersecurity solutions, specializing in Zero Trust architecture. The company enhances security and connectivity for organizations by enabling seamless, secure access to applications and data across various environments, including the cloud, on-premises data centers, and IoT systems. With proven ROI and significant reductions in cybersecurity risks, Zscaler empowers enterprises to protect their digital resources while optimizing operational costs.

📋 Description

• Own the end-to-end management of critical customer escalations for key accounts across the EMEA region • Establish action plans, communication cadences, stakeholder roles, and resolution milestones to drive key objectives • Apply strong judgment in risk management and problem mitigation, making timely decisions from both business and technical perspectives • Drive post-mortem analyses and lessons learned reviews to ensure preventive and corrective actions are tracked to closure • Identify recurring escalation themes to drive continuous improvements in product, process, communication, and operational readiness • Partner cross-functionally across Support, Engineering, Product, Customer Success, and Executive Leadership • Safeguard customer trust and business outcomes during complex escalations

🎯 Requirements

• Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving • Experience in program or project management of critical issues in a cross-functional environment alongside sales, customers, and partners • Strong executive communication, stakeholder management, and cross-functional leadership skills • High stress tolerance with the ability to remain calm under pressure while navigating ambiguity, tension, and unpredictable workloads • 8+ years in customer-facing roles across incident management, escalation management, technical account management, service delivery, or support leadership • Familiarity with support escalation frameworks, incident management processes, or critical account governance • Background in cybersecurity, network security, SaaS, or cloud operations (preferred) • Ability to communicate effectively with audiences ranging from engineering teams to customer executives (preferred) • Prior experience interacting directly with senior customer executives and internal executive leadership (preferred)

🏖️ Benefits

• Various health plans • Time off plans for vacation and sick time • Parental leave options • Retirement options • Education reimbursement • In-office perks • Hybrid working model