Technical Account Manager

Proofpoint - Irvine, CA

Full-time - Mid Level

Irvine, CA

Administrative and Support Services

About the position

The role of the Technical Account Manager at Proofpoint is pivotal in ensuring that customers derive maximum value from the products and services they have purchased. This position is designed for individuals who thrive in a fast-paced environment and are adept at interacting with senior-level executives as well as technical staff within IT and Security organizations. The Technical Account Manager will independently provide ongoing and proactive technical leadership and support to Proofpoint's strategic customers, ensuring that their needs are met with minimal direction. This includes managing and monitoring support interactions, serving as an internal advocate for customers, and responding to escalations effectively. In this role, you will direct crisis and incident responses, collaborating with various teams such as account management, technical support, operations, and engineering to ensure timely resolutions. Regular meetings with clients, both remotely and on-site, will be essential to review support interactions, system status, and upcoming releases. You will also be responsible for creating and delivering executive presentations that outline system performance, potential issues, and suggested actions moving forward. A deep understanding of the customer's business and operational needs is crucial, as is maintaining practical technical knowledge of Proofpoint's integration within their environment. You will develop and oversee strategies to meet complex customer requirements, provide proactive recommendations, and plan process improvement initiatives to enhance customer satisfaction. This role requires strong organizational skills, the ability to manage multiple tasks, and the capacity to design and implement solutions to complex problems.

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 a 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.
• Responsible for scheduling own time and for quality completion of multiple tasks within a varying environment of changing constraints.
• Use independent judgment within broad parameters.
• Design and implement solutions to complex problems.

Requirements

• 4+ years of industry experience in a client/professional service, 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.
• 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.

Benefits

• Flexible time off
• Robust well-being program that provides for 4 global wellbeing days per year
• 3-week work from anywhere option
• Competitive benefits package