Zscaler is hiring a
Client Success Director in United States

Summary

The job is for a Client Success Director at Scale to Win, a remote political tech company that offers voter contact tools. The role involves managing a team, improving team operations, becoming proficient in answering technical questions, building a support pipeline, ensuring quick response times, improving training materials, identifying and filling training gaps, reporting bugs to the development team, checking in with active clients, and possibly evolving responsibilities over time.

Requirements

• Experience managing teams, ideally with expertise in overseeing client-facing staff
• Knowledge and experience with texting and dialing tools
• Understanding of the problems that organizing tools are designed to solve
• Familiarity with Slack, Google Drive, some form of email ticketing software, and CRM software
• Strong problem solving and critical thinking skills
• High bias towards keeping your commitments, always ensuring follow-through
• Flexibility; position may evolve, and your responsibilities may shift over time
• Comfort working in fast-paced environments and ability to navigate complex and nuanced situations
• Willingness to work some weekends and evenings, especially as we approach peak election times and experience peak volumes with our clients
• Strong commitment to progressive values and desire to help the left win

Responsibilities

• Serve as the department director for the client success team
• Manage four client success managers and onboard two new managers
• Enhance and streamline team operations and support processes to improve efficiency and service quality
• Become proficient in answering in-depth tech related questions through an expansive knowledge of our tools, and help your team become proficient
• Build a support pipeline in tandem with email ticketing software that ensures our clients feel supported at every step of the client’s journey
• Ensure the support team answers client inquiries within 30 minutes during working hours, while simultaneously ensuring high standards of quality in all of our outbound communications
• Improve upon current training materials, plus work to identify any training gaps and design new materials to fill those gaps
• Convey any previously undiagnosed bugs to the development team in a timely fashion
• Design tracking system that ensures we are periodically checking in with active clients to assess unmet needs and work to meet those needs wherever possible

Benefits

• $130,000 yearly salary
• On-year, discretionary election bonuses. These are typically paid out monthly and, for this role in 2024, range from $6,000 to $9,300 per month
• Remote working with flexible working conditions so that you can balance family or other commitments
• Ten company holidays, two floating holidays, and a weeklong holiday break at the end of the year
• Generous paid vacation (up to 24 days a year with time accrued monthly); paid sick leave; paid short-term medical, caregiver, bereavement, and other personal leave
• 16 weeks of paid parental leave and an additional 4 weeks of part-time, fully-paid flex time. This is available to all new parents of any gender, including adoptive parents
• Fully-paid premium, $0 deductible, top-notch medical/dental/vision insurance for you and your dependents
• Additional benefits include remote work stipend and access to a company computer