Customer Success Manager Proofpoint
Proofpoint is looking for a self-starting, responsible, action-oriented, and highly motivated individual to join our growing field services team. The mission of the Customer Success Manager is to ensure that our customers realize the full value of the products and services they have purchased from Proofpoint, ultimately maximizing renewals and add-on transactions. This is a technical role in a fast-paced environment that demands interaction with enterprises at senior levels, as well as with technical staff within the traditional IT and Security organization. Successful candidates will have an excellent technical foundation, especially related to Linux and messaging, a proven track record of successfully interfacing with customers on both technical and non-technical levels, substantial experience driving concurrent projects and issues to completion with little direction, and above all a passion for ensuring a top quality customer experience.
Drive high levels of customer satisfaction, maintaining a strong sense of ownership over assigned customer accounts.
Be a strong voice for your customers into the Marketing and Engineering teams to improve the product and ensure that Proofpoint deployments are successful.
Independently provide ongoing and proactive technical leadership and support to assigned Proofpoint customers.
Meet regularly with assigned customers, both remotely and on-site, to review support interactions, system status, major issues, upcoming releases, and other pertinent items.
Perform technical reviews, architecture assessments, and system health checks of customer deployments
Develop deep understanding of customer?s business and operational needs, and provide pro-active recommendations that support the customer?s requirements, roadmap, and ongoing technical needs
Provide technical expertise and real-life experience in creating solutions, designs, proof of concept and implementation
Manage and monitor support interactions, serving as an internal advocate for assigned customers, responding to customer escalations, and proactively escalating when needed.
Direct crisis and incident response, working with multiple parties ? internal departments as well as the customer - to ensure timely and satisfactory resolution to technical issues and completion of projects
Identify root causes of possible client dissatisfaction by developing a deep understanding of assigned customer?s business and operational needs.
Engage appropriate team members from cross functional groups such as Sales, Marketing, Engineering, Support, and Professional Services to help address underlying causes of issues.
On a case by case basis, develop and oversee a strategy to meet customer requirements.
Plan and lead process improvement initiatives tailored to improve overall customer satisfaction with the services and interaction with the Proofpoint team.
4-year college degree in a technical area or equivalent
5+ years of industry experience in an client/professional services, sales engineer, senior support engineer, or other customer facing role with exposure to multiple technology areas
Extensive knowledge of data communication concepts and technologies, specifically email, networking, and enterprise security
Working knowledge of Linux, SMTP, and MySQL
Working knowledge of Windows, Active Directory, and Microsoft Exchange.
Knowledge of networking topology, TCP/IP protocol, network configuration and components (firewalls, routers, etc.)
A history of successfully leading and directing technical staff through crisis situations
Adaptable and willing to learn new technologies
Knowledge of project management and strong time management skills
Ability to effectively work in a team environment as well as independently
Must have a good understanding of the sales process and the roles and responsibilities of a customer advocate
Strong technical presentation and communication skills, both verbal and written
Excellent communication skills, phone manner, and meeting presence
Ability to present and explain technology to people with less technical knowledge
Strong project and/or program management skills and high attention to detail, with a solid understanding of project management methodologies
Attention to detail, but with an ability to understand the big picture view and understand when projects or efforts have conflicting objectives
Ability to think strategically and deliver tactically
Resourceful and innovative at tackling complex challenges in a timely manner
Must be able to thrive in a fast paced, high stress start up environment
Ability to work independently, ability to adapt quickly, positive attitude
Travel: Minimal to light travel (0 to 25%)
Proofpoint, Inc. helps the largest and most successful companies in the world protect and govern their most sensitive data. Founded in 2002 by the former CTO of Netscape and headquartered in Sunnyvale, CA, Proofpoint was funded by top Silicon Valley investors, including Benchmark Capital and Mohr Davidow Ventures before going public in 2012.
Please note that Proofpoint does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Services Agreement, Proofpoint will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, Proofpoint explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.
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Sunnyvale, CA 94089