Technical Account Manager - US East Proofpoint
THIS JOB HAS EXPIRED Description
Proofpoint Technical Account Managers (TAMs) are engaged with our largest and most complex customers and charged with owning the overall technical relationship, successfully communicating on both technical and non-technical levels with client staff ? from systems administrators up to C-level executives. A highly dynamic position, Proofpoint TAMs regularly deep dive into technical issues, quarterback crisis-response and lead incident resolution efforts. Successful candidates will have a solid technical foundation, especially related to Linux and messaging, a proven track record of successfully interfacing with clients, experience driving projects to completion with little direction, and above all a passion for ensuring a top quality client experience.
Note: This is a field position and we are open to candidates located in the Eastern continental US.
Provide ongoing and proactive technical leadership and support to Proofpoint?s largest and most strategic customers.
Manage and monitor all support interactions, serving as an internal advocate for strategic customers, responding to customer escalations, and proactively escalating when needed.
Direct crisis and incident response, working with technical support, operations and engineering teams to ensure timely resolution, while communicating effectively with customers.
Meet regularly with strategic clients, both remotely and on-site, to review support interactions, system status, major issues, upcoming releases, and other pertinent items.
Create and deliver customer presentations that outline system performance, potential issues, and suggested forward courses of action.
Develop deep understanding of customer?s business and operational needs.
Oversee and spearhead special projects as directed.
Maintain deep practical technical knowledge of Proofpoint?s integration within the customer's environment, including network, security, systems administration, and messaging management.
Develop and oversee a comprehensive strategy to meet complex customer requirements utilizing Proofpoint?s solutions.
Provide proactive recommendations that support the customer's requirements, roadmap and ongoing technical needs.
Identify and prioritize short term and long term goals.
Plan and lead process improvement initiatives tailored to improve customer satisfaction with the services and interaction with the Proofpoint Team.
Plan, document, and identify risks and challenges for production changes that span multiple services or technologies.
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 project assignments, scheduling, design issues, and problems.
Seeks and gives technical assistance across project boundaries. Acts as a resource within department on their area of expertise.
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
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.
Very strong customer service and excellent communications skills, both written and oral
A history of successfully leading and directing 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
Up to 50% (domestic and international)
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.
||Rochester, NY |
THIS JOB HAS EXPIRED