Proofpoint Senior Manager, Product Support in Sunnyvale, California
Senior Manager, Product Support
At Proofpoint, we have a passion for protecting people, data, and brands from today’s advanced threats and compliance risks. We hire the best people in the business to:
Build and enhance our proven security platform
Blend innovation and speed in a constantly evolving cloud architecture
Analyze new threats and offer deep insight through data-driven intel
Collaborate with customers to help solve their toughest security challenges
We are singularly devoted to helping our customers protect what matters most. That’s why we’re a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.
Proofpoint, Inc. is seekingSr. Manager of Product Support responsible for providing leadership to and overseeing senior support and critical situation team. The Sr. Manager of Product Support position brings strategy, structure, executive attention, and additional internal resources to customer situations that would otherwise result in a high level of customer dissatisfaction. Depending on the type of engagement, customer escalation or routine support activities this position will either act as an internal advisor on the escalation or work directly with the customer on the issue. To accomplish these challenges, the Sr. Manager of Product Support must work collaboratively with other departments including Sales, Customer Operations, Engineering, and Product Management.
Strengthen customer service by ensuring exceptional customer satisfaction throughout the customer life cycle. Provide leadership, create a collaborative and cooperative environment and represent support in cross-functional areas.
Problem-solver, self-starter and data and analytics driven by nature
Ability to quickly grasp and distinctly explain the relevant technology and business concepts that impact our business
Work with internal teams to collaborate, drive prioritization, analyze and resolve complex issues, resulting in the highest level of client satisfaction
Operate efficiently in a demanding environment, maintain composure, demonstrate leadership, and communicate in an exemplary manner
Proven ability to establish priorities, develop measurable objectives, work independently, and lead the team to successfully meet or exceed objectives.
Detail-oriented, particularly with respect to managing customer satisfaction
Knowledge of email privacy/protection, cloud services, software as a service (SaaS) is preferred
Ownership of global escalation strategy
Drive customer escalations to resolution by leading and engaging with customers directly
Work with interdepartmental teams to ensure that critical issues are documented and escalated in an expeditious manner for resolution.
Report weekly on customer/departmental top issues, and on-going projects
Lead a team of Support Engineers who respond to unique situations where standard procedures have failed.
Continually seek to identify opportunities for internal and customer related process improvement.
What you bring to the team
BS Degree in technical curriculum or equivalent
5 – 10 years’ experience successfully leading a customer support organization
Demonstrated ability to lead efforts to meet or exceed company and organizational goals through his/her own individual efforts and through effectively managing, motivating, and developing staff.
Strong customer facing and customer management skills
Demonstrated ability of being a subject matter expert for technical support methods and processes, possessing in-depth knowledge of technical support principles and practices that drive outstanding customer satisfaction and retention, and being a well-rounded business person on the basis of technical competence, intelligence, results, interpersonal skills, and general business acumen.
Experience with support strategy for multiple delivery modalities, including but not limited to email, social media, customer portals, etc.
Proven experience in building and maintaining strong relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, sales and marketing experts
As a customer focused and driven-to-win organization with leading edge products, there are many exciting reasons to join the Proofpoint team. We believe in hiring the best the brightest and cultivating a culture of collaboration and appreciation. As we continue to grow and expand globally, we understand that hiring the right people and treating them well is key to our success! We are a multi-national company with locations in 10 countries, with each location contributing to Proofpoint’s amazing culture!
Proofpoint is an equal opportunity employer and welcomes applications from all qualified individuals regardless of race, sex, disability, religion/belief, sexual orientation or age.
Proofpoint does not accept unsolicited resumes from external recruiters or employment agencies. In the absence of a signed Recruitment Services Agreement, Proofpoint will not consider or agree to payment of any recruiter or agency 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.