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Director, Global Executive Customer Programs

Company: Zscaler
Location: Seattle
Posted on: April 8, 2021

Job Description:

Director, Global Executive Customer Programs Customer Experience & Transformation San Jose, California Denver, Colorado New York City, New York Chicago, Illinois Seattle, Washington Raleigh, North Carolina Massachusetts Dallas, Texas DescriptionDirector of Global Executive Customer Programs--
Location: Americas-- For over 10 years, Zscaler has been disrupting and transforming the security industry. Our 100% purpose-built cloud platform delivers the entire gateway security stack as a service through 150+ global data centers. The Zscaler Zero Trust Exchange securely connects users to their applications, regardless of device, location, or network in over 185 countries, protecting over 4,000 companies and detecting more than 100 Million threats a day. We work in a fast-paced, dynamic, and make-it-happen culture. Our people are some of the brightest and most-passionate innovators in an industry built on solving problems. We hire passionate, collaborative, and humble people who want to make a difference. About the Role: As a Dire ctor, Executive Customer Programs at Zscaler, you will join a newly formed team that is responsible for Zscaler's global customer CXO strategy to drive overall customer engagement and loyalty. The ideal candidate is a strategic thinker and collaborative self-starter who loves to engage customer executives to increase loyalty and improve the customer experience. Your role will be to develop and implement high-impact executive customer programs that include but are not limited to CXO Council, Executive Champion Program, Customer Advisory Boards, curated executive experiences, customer appreciation programs, and executive customer events. As part of this role, we are looking for a seasoned candidate who can connect the various executive customer-facing initiatives to an overall strategy and drive a cohesive plan while managing stakeholders both within and outside the company.
What You'll Do: Reporting to the EVP of Customer Experience & Transformation, you will: Build and le ad the strategy and execution of Zscaler's Voice of the Customer Executive programs with the following success criteria: improved retention/platform utilization, expansion, customer satisfaction, and partnership.

  • Measure, analyze, and optimize programs to drive KPIs.
  • Build, lead and operationalize high-impact customer loyalty programs for CXOs.
  • Formalize a CXO council led by top customers and retained executive advisors.--
  • Map out the Global 2000 accounts and identify synergies, strengths, and executive connections to drive membership to Zscaler's CXO council and customer loyalty programs.
  • Rollout Zscaler's Executive Champion Program (ECP) for top customers.
  • Lead internal stakeholder interlock and war rooms for ECP accounts.
  • Lead strategy, execution, and logistical planning of Zscaler's Executive Customer Advisory Boards (CAB).
  • Ensure follow-through from CABs and ECP meetings and establish a process for ongoing updates to members.
  • Build trusted relationships with ECP, CAB, and council executive members and partner on the strategic development of the agendas, objectives, and deliverables. Partner cross-functionally with additional stakeholders to ensure the timely forward progression of all deliverables within workstreams.
  • Act as the point of contact for ECP, CAB, and council members to address questions and gather insights and topics of interest.
  • Bring working groups together for the execution of CXO-facing customer programs.
  • Partner with the CXO Programs and Events team to ensure customer CXO representation at both virtual and physical CXO events.
  • Work across departments to ensure alignment.--
  • Ensure Zscaler is represented in all of the right executive networks.--
    Required Skills & Experience
    • 10+ years of functional experience in customer loyalty programs with executives e.g. CABs, councils, bespoke working groups.
    • Strong passion for serving and understanding customers.
    • Deep understanding of customer loyalty KPIs and analytics--
    • Strong background in building relationships with C-suite executives.--
    • Strong Rolodex and connections to Global 2000 CXOs.--
    • Exceptional executive reporting expertise--
    • Experience with running internal war rooms for customer programs with actionable outcomes and follow through.
    • Exceptional stakeholder management, communication, and organizational skills--
    • Ability to adjust to changing priorities and handle multiple projects at once.--
    • Commitment to customer satisfaction, attention to detail, and highest level of professionalism--
    • Experience in working with a global, growing organization--
    • Bachelor's degree required or equivalent combination of higher education and experience.
      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
      • The pace and excitement of working for a Silicon Valley Unicorn 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.


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