Technical Account Manager

The Role

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, 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, 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.

Your day-to-day

• Independently provide ongoing and proactive technical leadership and support to 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 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 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 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.

What you bring to the team

• 3 + 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
• 1 + yrs. experience managing strategic/top accounts
• 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
• Ability to develop relationships across multiple organizational boundaries including Support, Operations, and Engineering
• Work with the relevant technical teams to proactively handle customer configurations and recommend customer environment upgrades and add-ons
• Desire and ability to coach and mentor your peers to help improve their technical knowledge, project management skills, customer management skills

Why Proofpoint

As a customer focused and driven-to-win organization with leading edge products, there are many exciting reasons to join the team. We believe in hiring the best the brightest and cultivating a culture of collaboration and appreciation. As we continue to grow and expand globally, we understand that hiring the right people and treating them well is key to our success! We are a multi-national company with locations in 10 countries, with each location contributing to Proofpoint’s amazing culture!

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

Our Culture:

Our culture is rooted in values that inspire belonging, empower purpose and drive success-every day, for everyone. We encourage applications from individuals of all backgrounds, experiences, and perspectives. If you need accommodation during the application or interview process, please reach out to accessibility@proofpoint.com. How to Apply Interested? Submit your application here https://www.proofpoint.com/us/company/careers. We can’t wait to hear from you!

Consistent with values and applicable law, we provide the following information to promote pay transparency and equity. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets as set out below. Pay within these ranges varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. The range provided may represent a candidate range and may not reflect the full range for an individual tenured employee. This role may be eligible for variable compensation and/or equity. We offer a competitive benefits package, including flexible time off, a comprehensive well-being program with two paid Wellbeing Days and two paid Volunteer Days per year, plus a three-week Work from Anywhere option.

Base Pay Ranges:

SF Bay Area, New York City Metro Area:

Base Pay Range: 108,080.00 - 169,840.00 USD

California (excludes SF Bay Area), Colorado, Connecticut, Illinois, Washington DC Metro, Maryland, Massachusetts, New Jersey, Texas, Washington, Virginia, and Alaska:

Base Pay Range: 90,580.00 - 142,340.00 USD

All other cities and states excluding those listed above:

Base Pay Range: 81,130.00 - 127,490.00 USD