End User Support Manager for the NMC overseeing IT support and applications management. Leading teams and fostering stakeholder relationships to improve service delivery and efficiency.
About the role
- Manager for Technical Account Managers at Proofpoint, leading customer success in cybersecurity solutions. Driving team performance and ensuring client satisfaction across enterprise accounts.
Responsibilities
- Lead and develop a team of Technical Account Managers, providing mentorship, performance feedback, and career development.
- Drive operational excellence by implementing best practices, playbooks, and processes for technical engagement and lifecycle management.
- Monitor customer health and program delivery, ensuring TAMs proactively address risks and deliver value-based outcomes.
- Collaborate cross-functionally with Support, Engineering, and other Customer Success teams to resolve any escalations and improve the customer experience.
- Report on team performance and customer metrics, using data-driven insights to guide strategy and resource allocation.
- Support strategic accounts by participating in executive-level technical discussions and customer business reviews as needed.
Requirements
- 5+ years of experience in Technical Account Management, Customer Success, or related customer-facing roles in SaaS or cybersecurity.
- 2+ years of experience managing, mentoring, and leading a customer-facing, technically oriented team.
- Strong technical acumen with the ability to understand and articulate complex solutions (cybersecurity experience preferred).
- Very strong customer service, and excellent communication and relationship-building skills, including experience engaging with executive stakeholders.
- Proficiency in tools such as Salesforce, Gainsight, and reporting platforms (Power BI or similar).
- Adaptable and willing to learn new technologies.
- A data-driven mindset with experience using metrics to improve team performance and customer outcomes.
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
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