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Proofpoint · 7 hours ago

Technical Account Manager

Sunnyvale, CA

Full-time

Hybrid

Mid, Senior Level

$123K/yr - $194K/yr

4+ years exp

Proofpoint is a global leader in human- and agent-centric cybersecurity, dedicated to protecting people, data, and brands from advanced threats. The Technical Account Manager will work closely with customers to ensure they realize the full value of Proofpoint's products, maximizing renewals and add-on transactions while providing proactive technical support and leadership.

EmailEnterprise SoftwareInformation TechnologyNetwork SecuritySaaS

No H1B

U.S. Citizen Only

Responsibilities

Independently provide ongoing and proactive technical leadership and support to Proofpoint’s strategic customers with little direction

Manage and monitor 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 the account team, technical support, operations and engineering teams to ensure timely resolution, while communicating effectively with customers

Meet regularly with clients, both remotely and on-site, to review support interactions, system status, major issues, upcoming releases, and other pertinent items

Create and deliver executive customer presentations that outline system performance, potential issues, ROI and suggested forward courses of action

Develop deep understanding of customer’s business and operational needs

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

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

Travel may be required up to 25%

Qualification

LinuxCloud servicesCustomer serviceEmail technologiesNetworkingProject managementMySQLWindowsActive DirectoryMicrosoft ExchangeCommunication skillsAdaptabilityTeamworkMentoring

Required

U.S. citizenship is required for this role

4 + years of industry experience in a client/professional services, sales engineer, senior support engineer, IT operations management, or senior engineer role with exposure to multiple technology areas

2+ years experience managing strategic/top accounts

Knowledge of data communication concepts and technologies, specifically email and networking

Knowledge of Linux, SMTP, and MySQL

Working knowledge of Windows, Active Directory, and Microsoft Exchange

Very strong customer service and excellent written and oral communication skills

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

Ability to develop relationships across multiple organizational boundaries including Support, Operations, and Engineering

Work with the relevant technical teams to proactively handle customer configurations and recommend customer environment upgrades and add-ons

Desire and ability to coach and mentor your peers to help improve their technical knowledge, project management skills, and customer management skills