Sr. Expert Customer Success Manager

Corporate Overview

In today’s cyber threat landscape, protection starts with people. At Proofpoint, that simple truth fuels our passion for protecting users, the data they create, and the systems they rely on from a uniquely people-centric perspective.

And we are just as passionate about finding the right people to help us in that mission. When you join Proofpoint, you are helping to:

• Build and enhance our proven security platform
• Blend innovation and speed in a constantly evolving cloud environment
• Analyze new threats and offer deep insight through data-driven intel
• Collaborate with customers to help solve their toughest security challenges

We are devoted to helping our customers protect their greatest assets and biggest security risk: their people. That is why we are a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.

The Role

Proofpoint is looking for a self-starting, responsible, action-oriented, and highly motivated individual to join our growing field services team. The mission of the Senior 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. This is a 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 excellent communication skills with a proven track record of successfully interacting with customers regarding business and technical interests alike; a strong technical foundation, especially related to email security; substantial experience driving concurrent projects and issues to completion with little direction, and a passion for ensuring a world class customer experience.

Your Day to Day

• Drive high levels of customer success through post sales customer engagements, maintaining a strong sense of ownership over customer outcomes
• Be a relentless advocate for your customers into the Product Management, Engineering and internal teams to improve the product and help ensure that Proofpoint deployments are successful.
• Independently provide ongoing and proactive vision and guidance regarding data security initiatives to assigned Proofpoint customers.
• Provide guidance and advice to onboarding customers about how best to utilize Proofpoint resources including their purchased solutions, support options, training offerings and other Proofpoint services.
• Meet regularly with customers to review product adoption and health, issues, upcoming releases, and other initiatives. Develop a thorough understanding of a typical customer’s business and security needs by industry, providing proactive recommendations that support the customer’s priorities.
• Contribute to functional groups from areas such as Product Management, Sales, Marketing, Engineering, Support, and Professional Services to help address underlying causes of churn and dissatisfaction.

What you bring to the team

• 4-year college degree in a business area, technical area or equivalent
• 5+ years of related industry experience in professional services, sales engineering, senior support engineering, or other customer facing roles with exposure to multiple technology areas
• Understand and demonstrate customer success principles and behavior
• Must be able to articulate customer business requirements and serve as the customer voice internally
• Working knowledge of email security concepts and frameworks
• Working knowledge of cloud technologies, web services, operating systems, and common technical architecture
• Ability to effectively work in a team environment as well as independently
• Excellent communication skills, phone manner, and meeting presence within all levels of the customer’s organization
• Strong project and/or program management skills and high attention to detail
• Ability to think innovatively, strategically and deliver tactically
• Ability to work independently, to adapt quickly, and to maintain a positive attitude in challenging situations

Why Proofpoint

Protecting people is at the heart of our award-winning lineup of cybersecurity solutions, and the people who work here are the key to our success. We are a customer-focused and driven-to-win organization with leading-edge products—and many exciting reasons to join our team. We believe in hiring the best, the brightest and cultivating a culture of collaboration and appreciation.

We are a diverse, multinational company with opportunities in all functions, and leaders that welcome candidates from all walks of life. Apply today and explore your future #LifeAtPFPT.

Why Proofpoint? At Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons you’ll love working with us:

• 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