Manager, Premium Security Services

Role Overview

• Work collaboratively with other groups, including Professional Services, Support, Sales, Engineering, and Product Management to ensure effective operation of our team and ensure ongoing customer satisfaction
• Formulate best practices for presentations, quarterly reports, and health checks as well as overall TAM strategy
• Be a thought leader on the value of the Premium Support offering and assist in the development of sales strategy and program objectives
• All aspects of personnel management including recruiting/hiring, development, training and delivering annual reviews
• Provide feedback and direction, both positive and constructive in a timely and effective manner
• Build a strong team and provide satisfaction among your team and customer
• Provide technical leadership and communications to senior staff during service availability issues and other critical events such as major upgrades and migrations
• Provide ongoing and proactive technical leadership and support to Proofpoint’s largest and most strategic customers with little direction
• 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
• Along with the assigned TAM, meet regularly with strategic clients, both remotely and on-site, to review support interactions, system status, major issues, upcoming releases, and other pertinent items
• Maintain practical technical knowledge of Proofpoint’s product suite and be able to mentor staff on best practices, preferred configurations, and next steps for customer issues

Requirements

• Bachelor’s degree or equivalent experience
• 8+ 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
• 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

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