Critical Accounts Program Manager

Zscaler
London
Workplace: RemoteFull timeFunction: Program & Project Management (PMO)Experience: 8+ yearsSkills: ["Integrity","Collaboration","Cross-functional leadership","Executive communication","Risk management","Problem mitigation","Customer obsession","Urgency","Resilience","Adaptability"]

Lead end-to-end resolution of critical customer escalations for key accounts across EMEA, partnering with Support, Engineering, Product, Customer Success, and Executive Leadership. Build action plans, communication cadences, stakeholder roles, and resolution milestones, apply risk- and problem-mitigation judgment from both business and technical perspectives, and drive post-mortems and lessons learned to closure. Identify recurring escalation themes to improve product, processes, and operational readiness.

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FursaFursa
Zscaler
Zscaler
1 hour ago

Critical Accounts Program Manager

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Job Summary

Lead end-to-end resolution of critical customer escalations for key accounts across EMEA, partnering with Support, Engineering, Product, Customer Success, and Executive Leadership. Build action plans, communication cadences, stakeholder roles, and resolution milestones, apply risk- and problem-mitigation judgment from both business and technical perspectives, and drive post-mortems and lessons learned to closure. Identify recurring escalation themes to improve product, processes, and operational readiness.
Location: London
Workplace: Remote
Employment Type: Full time
Job Function: Program & Project Management (PMO)

Key Responsibilities

  • •Own 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 to make timely decisions from 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.

Pay and Benefits

Perks:Health InsurancePaid LeaveParental LeaveRetirementLearning Budget

Key Requirements

  • •8+ years in customer-facing roles across incident management, escalation management, technical account management, service delivery, or support leadership.
  • •Experience in program or project management of critical issues in a cross-functional environment with sales, customers, and partners.
  • •Strong executive communication, stakeholder management, and cross-functional leadership skills.
  • •Ability to maintain calm under pressure while navigating ambiguity, tension, and unpredictable workloads.
  • •Familiarity with support escalation frameworks, incident management processes, or critical account governance.
Experience:8+ yearsIncident managementEscalation managementTechnical account managementService deliverySupport leadershipSaaSCloud operationsCybersecurity
Skills:IntegrityCollaborationCross-functional leadershipExecutive communicationRisk managementProblem mitigationCustomer obsessionUrgencyResilienceAdaptability

Company Brief

Zscaler
Provides cloud-native security platform delivering secure access, threat protection, and zero trust services to organizations, enabling secure internet and private application access without traditional network appliances.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 2007
WebsiteLinkedIn