Manager, Premium Security Services

Proofpoint

. Work collaboratively with other groups, including Professional Services, Support, Sales, Engineering, and Product Management to ensure effective operation of our team and ensure ongoing customer satisfaction .

Posted 4/2/2026full-timeSydney • 🇦🇺 AustraliaSeniorLeadWebsite

About the role

Key responsibilities & impact

Work collaboratively with other groups, including Professional Services, Support, Sales, Engineering, and Product Management to ensure effective operation of our team and ensure ongoing customer satisfaction
Formulate best practices for presentations, quarterly reports, and health checks as well as overall TAM strategy
Be a thought leader on the value of the Premium Support offering and assist in the development of sales strategy and program objectives
All aspects of personnel management including recruiting/hiring, development, training and delivering annual reviews
Provide feedback and direction, both positive and constructive in a timely and effective manner
Build a strong team and provide satisfaction among your team and customer
Provide technical leadership and communications to senior staff during service availability issues and other critical events such as major upgrades and migrations
Provide ongoing and proactive technical leadership and support to Proofpoint’s largest and most strategic customers with little direction
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
Along with the assigned TAM, meet regularly with strategic clients, both remotely and on-site, to review support interactions, system status, major issues, upcoming releases, and other pertinent items
Maintain practical technical knowledge of Proofpoint’s product suite and be able to mentor staff on best practices, preferred configurations, and next steps for customer issues

Requirements

What you’ll need

Bachelor’s degree or equivalent experience
8+ 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
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

Comp & perks

Competitive compensation
Comprehensive benefits
Career success on your terms
Flexible work environment
Annual wellness and community outreach days
Always on recognition for your contributions
Global collaboration and networking opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical leadershipproject managementcrisis managementincident responsecustomer supportsales strategypersonnel managementteam buildingbest practicestechnical knowledge

Soft Skills

customer servicecommunication skillsadaptabilityteamworkindependencefeedback deliveryproblem-solvingmentoringorganizational skillstime management

Certifications

Bachelor’s degreeIT certificationsproject management certificationcustomer service certificationtechnical leadership certificationsales engineering certificationsupport engineering certificationcrisis management certificationteam management certificationcommunication skills certification