Technical Account Manager enabling organizations to deploy enterprise AI at scale. Building long - term customer relationships and coordinating project outcomes across technical teams.
About the role
- Technical Account Manager at Proofpoint supporting strategic customers with a focus on technical and customer service excellence. Aiding in crisis and incident responses while managing technical support interactions.
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.
Requirements
- 4+ 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
- 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
- Working knowledge of Email Archive products and Records Management
- 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
- Able to effectively work in a team environment as well as independently
- Knowledge of Compliance regulations and records management a must.
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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