Customer Success Manager

Proofpoint•Pittsburgh, PA

About The Position

Proofpoint is looking for a self-starting, responsible, action-oriented, and self-motivated individual to join our growing field services team. The mission of the Customer Success Manager is to ensure that our customers realize the full value of the products and services they have purchased from Proofpoint, ultimately maximizing renewals and add-on transactions. This is a post sale, customer-centric role in a fast-paced environment that demands interaction with enterprises at senior levels, as well as with technical staff within the traditional IT and Security organization. Successful candidates will have outstanding communication skills with a proven track record of successfully interacting with customers regarding business and technical interests alike; a strong technical background, especially related to security and messaging; extensive experience driving concurrent projects and issues to completion with little or no direction, and above all a passion for ensuring a world class customer experience.

Requirements

Customer Success Management or post-sale Account Management experience in a SaaS organization.
Must be able to articulate customer business requirements and serve as the customer voice internally, even anticipating customer needs based on common scenarios experienced.
Demonstrate a high level of engagement with customers and colleagues, managing interactions in a professional manner with a focus on achieving mutual positive results.
Proven ability to influence colleagues and customers to act in high impact situations.
Ability to effectively communicate and present technical information to both technical & non-technical audiences.
Excellent communication skills, phone manner, and meeting presence with all levels of customer leadership.
Ability to work independently and ability to adapt quickly with a positive attitude.

Nice To Haves

4-year college degree in a business area, technical area or equivalent
Previous experience in professional services, sales engineering, senior support engineering, or other customer facing role with exposure to multiple technology areas.
Previous experience in Cyber Security, Enterprise or SaaS

Responsibilities

Meet regularly with customers for health checks or other relevant engagements to review product adoption and provide them with specific, actionable guidance on how they can get more value from what they already own.
Analyze various sources of telemetry data to identify target customers for outreach activities, focused on driving customer adoption of product features and best practices.
Be a relentless advocate for customers to help ensure that Proofpoint deployments are successful.
Consistently gather feedback to identify trends and acting as the voice of the customer, provide that structured feedback to product management.
Identify At Risk customers that are not achieving their desired outcome and as needed, lead cross-functional efforts to get those customers back on track.
Engage with appropriate internal team members from cross functional groups such as Sales, Engineering, Support, and Professional Services.
Develop and oversee individual strategies to help meet Proofpoint’s customers’ requirements for success.
Guide the customer in best practices to incorporate those strategies into their business/technical plans.