Senior Customer Success Manager
Proofpoint
full-time
Posted on:
Location Type: Office
Location: Illinois • Montana • United States
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Job Level
Tech Stack
About the role
- Guide customers through each phase of their Proofpoint journey, serving as a trusted advisor through specific activities aimed at providing realized value from their partnership with us
- Meet regularly with assigned customers for health checks, CBRs, working sessions, success planning, or other relevant engagements with a focus on delivering value, driving customer success outcomes, driving product adoption and utilization, solving customer pain points, showcasing value and ROI, and transforming the relationship from vendor to strategic partner
- Get to know your customer’s business and priorities with Proofpoint solutions at a deep level
- Analyze various sources of telemetry data to identify target customers for outreach and engagement focused on providing specific, actionable guidance on how they can get more value from what they already own
- Create and maintain Customer Success Plans (CSP) for each of your customers that align with their strategic goals and leverage language meaningful to them
- Secure approval from your customers’ decision makers on content and timeline
- Conduct and deliver product health checks to ensure customers are configured to best practices and better protected against the lastest security threats and trends by driving customer adoption of product features and key security controls
- Be a relentless advocate for customers to help ensure that Proofpoint deployments are successful
- Consistently gather feedback to identify trends and acting as the voice of the customer, provide that structured feedback to product management
- Identify At Risk customers that are not achieving their desired outcome and as needed, lead cross-functional efforts to get those customers back on track
- Engage with appropriate internal team members from cross functional groups such as Sales, Engineering, Support, and Professional Services
- Learn and document your customers’ environment to ensure their success with the current tech stack and identify opportunities for new solutions to address their pain points or help them exploit new markets
- Develop and oversee individual strategies to help meet Proofpoint’s customers’ requirements for success
- Guide the customer in best practices to incorporate those strategies into their business/technical plans
Requirements
- Bachelor’s or advanced degree in a relevant field, or equivalent experience
- 7+ years of industry leadership experience in customer success, sales engineer, senior support engineer, solutions consultant, professional services, or other customer-facing role with exposure to multiple technology areas
- You have a background in a consultative approach to solving problems and/or have a strong desire to pivot your career towards a customer-centric direction
- Experience working with large (Enterprise) clients/organizations
- Demonstrate a thorough knowledge of customer success principles and the rationale for the related behavior
- Proven track record developing and maintaining customer relationships through virtual and in-person meetings
- Must be able to articulate customer business requirements and serve as the customer voice internally, even anticipating customer needs based on common scenarios experienced
- Ability to think innovatively, strategically, and deliver tactically
- Evidence of strategic and tactical success like contributing to successful projects and demonstrating scale of new initiatives
- Proven ability to effectively lead in a team environment as well as independently pioneer new processes for your team and identify and lead customer-centric initiatives across internal teams
- Excellent communication skills, phone manner, and meeting presence with all levels of customer leadership from technical staff through C-suite
- Demonstrate a high level of engagement with customers and colleagues, managing interactions in a professional manner with a focus on achieving positive outcomes and influencing actions in high-impact situations
- Current knowledge of cybersecurity solutions and productivity suites preferred
- Exposure to one or more of the following is strongly valued: Cloud security and shadow IT, email security and authentication, data and IT security, Data Loss Prevention (DLP), A.I. security, compliance, and privacy, vulnerability and risk management, identity and directory services and protocols such as AD, Azure AD, LDAP, iDP (identity providers), networking and protocols such as SMTP, DNS, HTTPS
- CISSP or other relevant cyber-security and/or cloud security certifications are highly valued
- Evidence of pristine documentation, executive communications, white papers, etc
- Strong project and/or program management skills and high attention to detail, with a solid understanding of project management methodologies
- Ability to work independently, adapt quickly, and have a positive attitude
- Moderate travel (25%+)
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
customer success principlesconsultative problem solvingproject management methodologiescybersecurity solutionsCloud securityData Loss Prevention (DLP)A.I. securityidentity and directory servicesnetworking protocolstelemetry data analysis
Soft Skills
communication skillscustomer advocacystrategic thinkingtactical deliveryrelationship buildingteam leadershipindependent initiativeprofessional engagementpositive attitudeadaptability
Certifications
CISSPcloud security certifications