Technical Account Manager

Role Overview

• 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.

Requirements

• 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
• 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
• Working knowledge of Email Archive products and Records Management
• 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
• Knowledge of project management and strong time management skills
• Able to effectively work in a team environment as well as independently
• Knowledge of Compliance regulations and records management a must.

Tech Stack

• Linux
• MySQL
• SMTP

Benefits

• Competitive compensation
• Comprehensive benefits
• Career success on your terms
• Flexible work environment
• Annual wellness and community outreach days
• Always on recognition for your contributions
• Global collaboration and networking opportunities