Customer Success - Strategy, Planning & Operations Analyst

Zscaler, Inc. • San Jose, CA 95111

Posted 2 weeks ago

Job Description

Zscaler enables the world's leading organizations to securely transform their networks and applications for a mobile and cloud first world. Its flagship services, Zscaler Internet Access and Zscaler Private Access, create fast, secure connections between users and applications, regardless of device, location, or network. Zscaler services are 100% cloud-delivered and offer the simplicity, enhanced security, and improved user experience that traditional appliances are unable to match. Used in more than 185 countries, Zscaler operates the world's largest cloud security platform, protecting thousands of enterprises and government agencies from cyberattacks and data loss. The Zscaler platform operates at a carrier grade level we process over 25 billion transactions a day in our cloud to protect our customers.

The Customer Success - Strategy, Planning & Operations Analyst reports to the Vice President of Worldwide Customer Success. This role will be a highly strategic and critical member of the Customer Success Leadership. In the role, you will be a trusted partner in defining customer success objectives, strategy and tactics and in implementing scalable processes and tools. The duties will be a blend of high level planning and tactical implementation requiring cross functional work to produce effective operational scaling.

What You'll Do:

* You will work closely with our Customer Success Team to drive value with Platform usage, updates and advise management with insights to guide the team.

* You will manage the operational reporting on customer and team performance metrics

* You will work cross-functionally to plan and coordinate new hire & ongoing training (either virtual or in-person) for our Customer Success organization

* You will create playbooks and evolve them in an iterative fashion as the team grows

* You will assist with key planning activities during planning and budgeting cycle

* You will provide ad-hoc analysis as required to aid management decision making.

* You will assist, provide input, and oversee Customer Success compensation program rules, policies, and procedures.

* You will drivie improvement of business processes, leveraging the SFDC platform to drive growth and scale

* You will sssist with 'New Hire' onboarding and other enablement programs

* You will partner with our SFDC admin and our reporting team to improve and refine workflows and ensure we are getting the maximum value out of the tool while meeting users' needs

Your Background:

* You have three (3+) years of experience in a Saas/Software environment preferably in the high-tech industry

* You have a Bachelor's Degree in Business Administration, Finance or related field, MBA Preferred,

* You enjoy creating dashboards and have a demonstrated passion for information and business intelligence

* You have experience with CRM, CSM or other operational software tools

* You have a strong understanding of the renewal processes and customer retention

* You have strong organizational skills with ability to manage multiple projects

* You have excellent analytical skills with strong attention to detail

* You have a proven track record of effectively interfacing with cross-functional departments

* You have excellent written and verbal communication skills

What To Expect From You:

* You'll be accountable for the thorough implementation of Customer Success organization-impacting initiatives.

* You'll be responsible for the efficient allocation of technology, support, and training resources impacting the Customer Success organization.

* You'll be accountable for accurate and on-time reporting essential for Customer Success organization effectiveness.

* You'be be counted on to achieve strategic objectives defined by company management.

What You Can Expect From Us:

* An environment where you will be working with cutting edge technologies and business intelligence tools

* A fun, passionate and collaborative workplace

* Competitive salary and benefits, including equity

* The pace and excitement of working for the company who is the #1 tech IPO for 2018 and the #1 cloud security provider in the world

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 or follow us on Twitter @zscaler. Additional information about Zscaler (NASDAQ : ZS ) is available at

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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