Job Description

Company Description

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 to securely connect users to their applications, regardless of device, location, or network in over 185 countries protecting over 3,500 companies and 12M employees.

We work in a fast-paced, dynamic and make it happen culture. Our people are some of the brightest and passionate in the industry that thrives on being the first to solve problems. We are always looking to hire highly passionate, collaborative and humble people that want to make a difference.



The Customer Success Operations Analyst will report to the Sr. Manager of BI & Analytics and will support the Sr. Manager of Customer Success Operations. The Customer Success Operations Analyst will play a key role in driving process, tooling, and automation of a variety of data sources in support of our rapidly growing business. Zscaler is a SaaS company operating in a high growth market which leverages the Annual Recurring Revenue (ARR) model to fuel its growth. Come grow your career in the Cloud vertical by helping us enable our customers to achieve success.

The mission of Zscaler's Customer Success department is to transform the way our customers work, to lead them through their digital transformation, and support their business outcomes. Improve Experience for our customers, and their users, to get the best user experience while maximizing security in a global environment. Through world-class technical engagement, and ensuring our customers get the best out of the technology.
Engagement, a partner with our customers and partners, be their trusted advisors and turn them into raving fans of Zscaler.

Responsibilities/What You'll Do

Reporting: Coordinate reporting for Customer Success, while partnering with the Director of Customer Success Operations to provide reporting on global customer health and programs.

Data Hygiene: Help build process and accountability around data input accuracy

Process: Support the rollout of processes and digital tools to improve the Customer Success team's effectiveness.

Systems: Support the management of online CS team tools, Salesforce, Tableau, CS platform (Gainsight, Planhat) and other necessary systems.

Support: Assist with inbound questions/requests from the Customer Success team and their managers

Content: Documentation + Content management update and maintenance.

Cross-Functional Coordination: Partner with peers on new programs, processes, and campaigns

Qualifications

Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions

Detail oriented, high accuracy in work, strong timeline adherence, consistent cross-reference auditing and takes ownership of work

Highly capable note-taking with the ability to summarize then provide action items to team members and track/follow up on expected outcomes

Ability to manage multiple, concurrent projects and work independently and thrive in a fast-paced, constantly changing environment

Strong listening skills; open to input from other team members and departments

Strong customer service orientation, analytical and problem-solving skills, Enjoys "getting their hands dirty" by digging into complex operations

You share our values and work in accordance with those values.

Strong English communication skills, both oral and written

Proficiency in data management tools including experience with:

Salesforce.com

Microsoft Office Suite

Google Suite

Experience with any/all of the following Customer Success related tools:

a CS platform such as Gainsight, Planhat, Totango, Churnzero, Catalyst, etc

Salesforce.com

Outreach.io or similar

Showpad, Spekit or similar

Tableau

Asana/Jira

Clari

This position is located in Chandigarh or Bangalore India, during Eastern United States hours (EST)

College Degree and 1+ years of related work experience required

Nice to have

SaaS Industry experience, background as a CSM is a plus

Experience in marketing automation or CRM automation, especially admin experience

Excel (or similar) experience, using pivot tables and vlookups to summarize and analyze large sets of data

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

Additional Information

#LI-PM3

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.

Additional information about Zscaler (NASDAQ: ZS ) is available at .

Zscaler is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.