Technical Account Manager

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.

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.

Designs and implements solutions to complex problems

What you bring to the team

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.

Experience with Data Loss Prevention (DLP) solutions, information protection technologies, or email security platforms is considered a strong advantage.

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