Digital Customer Experience Program Manager

Proofpoint•Sunnyvale, NV

About The Position

Proofpoint is a global leader in human- and agent-centric cybersecurity, protecting how people, data, and AI agents connect across email, cloud, and collaboration tools. The company is trusted by over 80 of the Fortune 100 and thousands of other organizations to stop threats, prevent data loss, and build resilience. Proofpoint's mission is to safeguard the digital world and empower people to work securely and confidently, guided by their BRAVE core values: Bold, Responsive, Accountable, Visionary, and Exceptional. The Digital Customer Success Program Manager role involves splitting time between customer-facing activities for 'digital' low-touch segment accounts and primarily focusing on building automations, triggers, and AI-enabled workflows to guide customers through the deployment, adoption, and renewal of Proofpoint’s products. This position requires a strong understanding and interest in digital customer success, automation, and data analysis, combined with customer adoption and renewal playbooks for digital segment accounts. The ideal candidate is customer-centric, technology/AI forward, and possesses a digital customer success/customer experience background in the SaaS industry.

Requirements

Previous experience in a CS Operations or Automation related role
Deep understanding of relational customer data and common best practices for driving data hygiene activities
Strong technical project management skills
Deep understanding of AI systems (both CX specific and general) with an eye for implementing efficiency gaining automations and customer flows
Strong communication and interpersonal skills, with the ability to build and maintain relationships with diverse stakeholders
A high level of organization, attention to detail, and the ability to manage multiple priorities proactively and effectively

Nice To Haves

Existing knowledge of Totango and Amazon QuickSuite are big pluses

Responsibilities

Own the management and maintenance of digital programs that are customer facing, keeping a keen eye on maintaining the balance between digital automation and human intervention
Build programs that automate various customer engagements and actions, focused on customer education and digital intervention across multiple channels
Work with multiple stakeholders and internal teams to connect processes, data and programs in the service of effective digital customer success
Leverage AI tools to automate workflows and enhance the customer experience in meaningful ways
Partner with CS Operations to maintain customer data quality and systems infrastructure
Build and manage various one-to-many customer programs including email campaigns, office hours, webinars, and in-app messaging
Leverage the existing knowledge base and learning content to drive customer education campaigns - and identify learning gaps to work with the team on filling