Critical Accounts Program Manager
New
Z
ZscalerCybersecurity
Remote - UKFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 8+ years
- Required Skills
- Project ManagementCybersecurityStakeholder managementSaaS
Requirements
- Demonstrated curiosity and active exploration of AI tools with a history of integrating new technologies.
- Experience in program or project management of critical issues in a cross-functional environment.
- Strong executive communication, stakeholder management, and cross-functional leadership skills.
- High stress tolerance with the ability to remain calm under pressure while navigating ambiguity.
- 8+ years in customer-facing roles across incident management, escalation management, technical account management, service delivery, or support leadership.
- Familiarity with support escalation frameworks, incident management processes, or critical account governance.
Responsibilities
- Own the 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, making timely decisions from both 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.
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