Technical Account Manager

Proofpoint•New York, MA

2d•Hybrid

About The Position

The role of the Technical Account Manager is to work with your customers so that they realize the full value of the products and services they have purchased from Proofpoint, ultimately maximizing renewals and add-on transactions. This is a technical 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 an excellent technical and security software foundation, especially related to Linux, messaging, security, email archiving, and cloud services, a proven track record of successfully interfacing with customers on both technical and non-technical levels, substantial experience driving concurrent projects and issues to completion with little direction, and above all, a passion for ensuring a top quality customer experience. Note: This role may require travel up to 25%, usually less.

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

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.