What are the responsibilities and job description for the Support Readiness Manager position at Zscaler?
Position- Support Readiness Manager
Location- Remote within United States
Zscaler is growing and evolving at a fast pace. The Global Customer Services (GCS) organization needs to keep ahead of the product curve so that it can be ready to help customers with their questions and issues about new Zscaler services. GCS is hiring a Support Readiness Manager to help us scale and stay abreast of the swift product development lifecycle. Delighting customers is our top priority and having a customer services team ready and enabled is key to achieving that objective.
The Support Readiness Manager is responsible for ensuring the GCS organization is trained and prepared for new Zscaler products and features. They will develop a New Product Introduction (NPI) process that addresses all readiness needs of GCS which includes technical product training and related skills, supportability, provisioning setup, documentation, and all operational aspects. They will be a strong leader in cross-functional projects, working with Product Management, Engineering/QA, Support leaders, Enablement leaders, and Operations leaders as stakeholders to ensure the requirements are completed on time. Having experience in the technical customer services industry is key to understanding the unique requirements of providing readiness to the support team.
Responsibilities
- Develop a readiness plan and processes to ensure the Global Customer Services organization is ready to help customers with new products and major features
- Represent GCS at release team meetings for NPI and major SW releases
- Collaborate with the Go to Market enablement teams to align on NPI content, training, and delivery
- Run multiple readiness projects to ensure all NPI/NFI items are completed on time
- Collaborate with technical team members to ensure training from Engineering includes appropriate troubleshooting content
- Provide GCS organizational oversight on projects related to Voice of the Customer such as product improvements for reliability and supportability
- Be the GCS expert on product/feature roadmap
- Accountable for the outcomes of the readiness program and making continuous improvements as needed
Qualifications
- 8 years support or enablement experience in high growth companies
- Demonstrated ability to work with leadership in a customer services organization, as well as build trusted relationships across a diverse range of stakeholders
- Ability to manage multiple concurrent projects to ensure on-time delivery and quality
- Strong analytical skills to assess the root cause of the problem and develop the appropriate solution
- Advanced knowledge of Google Office Suite
- Experience with project management systems e.g. Asana
- Highly innovative and analytical with exceptional problem-solving skills
- Resourceful with a notable ability to execute with little supervision
- Able to adjust to multiple demands, shifting priorities, ambiguity, and rapid change
- Ability to initiate and build relationships with people in an open, friendly, and accepting manner
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