Technical Account Manager supporting Tier 1 clients at Fiserv, a global fintech leader. Delivering world - class service and innovative solutions to complex technical needs.
About the role
- Technical Account Manager providing proactive leadership and support to Proofpoint’s strategic customers. Managing technical interactions and ensuring customer satisfaction in cybersecurity solutions.
Responsibilities
- 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
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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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