Solutions Account Manager managing and growing institutional customer portfolios in enterprise SaaS. Collaborating with internal teams to ensure long - term value from solutions across Europe.
About the role
- Technical Account Manager driving customer success by supporting strategic customers at Proofpoint. Ensuring maximum product value and managing escalations in a technical environment with minimal supervision.
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. Requires little supervision on assigned tasks.
- Works independently on routine tasks. Responsible for scheduling own time and for quality completion of multiple tasks within a varying environment of changing constraints. Uses independent judgment within broad parameters. Designs and implements solutions to complex problems with minimum supervision.
Requirements
- 3 + 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
- 1 + yrs. experience managing strategic/top accounts
- 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
- Ability to develop relationships across multiple organizational boundaries including Support, Operations, and Engineering
- Work with the relevant technical teams to proactively handle customer configurations and recommend customer environment upgrades and add-ons
- Desire and ability to coach and mentor your peers to help improve their technical knowledge, project management skills, customer management skills
Benefits
- Competitive compensation
- Comprehensive benefits
- Learning & Development: We are committed to the growth and development of our team members, offering a range of programs including leadership and professional development workshops, stretch project assignments, and mentoring opportunities to help employees reach their full potential.
- Flexible work environment: [Remote options, hybrid schedules, flexible hours, etc.].
- Annual wellness and community outreach days
- Always on recognition for your contributions
- Global collaboration and networking opportunities
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