Technical Account Manager, German Speaking

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
• Responsible for scheduling own time and for quality completion of multiple tasks within a varying environment of changing constraints
• Use independent judgment within broad parameters
• Designs and implements solutions to complex problems

Requirements

• 4+ years of industry experience in a client/professional service, 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
• 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
• Ability to effectively work in a team environment as well as independently
• Fluent German speaker is mandatory for this position

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