Manager, Premium Security Services
Proofpoint
full-time
Posted on:
Location Type: Office
Location: Sydney • Australia
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About the role
- 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
- 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
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
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