Hybrid Technical Account Manager

at Proofpoint

• Job title: Technical Account Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $90,000 - $142,340 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Linux, MySQL, SMTP
• Location requirements: Hybrid, United States

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