Support Engagement Manager Proofpoint
THIS JOB HAS EXPIRED Description
We are looking for an exceptional Support Engagement Manager with a solid technical foundation, especially related to Linux and messaging, a proven track record of successfully interfacing with clients on both technical and non-technical levels, and above all a willingness and desire to turn around accounts experiencing duress.
Through a proven process, engages with critical accounts that have recently experienced support, product, financial, or other challenges related to their use of Proofpoint.
Manages and monitors all support interactions, serving as an internal advocate for engaged customers, responding to escalations, and proactively escalating when needed.
Meets regularly with engaged clients, to review support interactions, system status, major issues, Proofpoint best practices, and other pertinent items.
Delivers presentations that outline system performance, potential issues, and suggested forward courses of action.
Identifies root causes of client dissatisfaction by developing a deep understanding of customer?s business and operational needs.
Engages appropriate team members from cross functional groups such as Sales, Marketing, Engineering, Support, etc to help address underlying causes of dissatisfaction.
On a case by case basis, develops and oversees a strategy to meet customer requirements.
Provides proactive recommendations that support the customer's requirements, roadmap and ongoing technical needs.
Identifies and prioritizes short term and long term goals.
Plans, documents, and identifies risks and challenges that span multiple services or technologies.
Documents patterns and trends related to engaged accounts and publishes to wider audiences, suggesting proactive remedies to apply to broader account base.
Communicates effectively with peers and manager alike to ensure the highest quality of delivered support.
Interacts with team members, product management and other design groups regarding project level issues.
Provides regular, proactive communication regarding assignments, scheduling, design issues, and problems.
Receives limited direction and requires little supervision on assigned tasks.
Works independently on routine tasks.
Responsible for scheduling own time and for quality completion of multiple tasks within a varying environment of changing constraints.
Uses independent judgment within broad parameters.
Designs and implements solutions to complex problems with minimum supervision.
Bachelors degree or equivalent
4+ years of industry experience in an client/professional services, sales engineer, senior support engineer, IT operations management, or senior engineer role with exposure to multiple technology areas
Excellent verbal and written communication skills
Extensive knowledge of data communication concepts and technologies, specifically email and networking
Working knowledge of Linux, SMTP, and MySQL.
Working knowledge of Windows, Active Directory, and Microsoft Exchange.
Strong customer service and excellent communications skills, both written and oral
Experience of successfully leading technical staff through crisis situations
Adaptable and willing to learn new technologies
Working knowledge of project management and strong time management skills
Ability to effectively work in a team environment as well as independently
Travel: less than 10%
If you have any questions about this opportunity, please feel free to call me directly: John Delaney, Manager of Recruiting, 801-748-4618.
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 earlier this year.
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.
||892 Ross Drive |
Sunnyvale, CA 94089
THIS JOB HAS EXPIRED