Technical Account Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Corporate Overview

In today’s cyber threat landscape, protection starts with people. At Proofpoint, that simple truth fuels our passion for protecting users, the data they create, and the systems they rely on from a uniquely people-centric perspective.

And we are just as passionate about finding the right people to help us in that mission. When you join Proofpoint, you are helping to:

1. Build and enhance our proven security platform
2. Blend innovation and speed in a constantly evolving cloud environment
3. Analyze new threats and offer deep insight through data-driven intel
4. Collaborate with customers to help solve their toughest security challenges

We are devoted to helping our customers protect their greatest assets and biggest security risk their people. That is why we are a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.

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 from Proofpoint, 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

1. Independently provide ongoing and proactive technical leadership and support to Proofpoint’s strategic customers with little direction.
2. Manage and monitor support interactions, serving as an internal advocate for strategic customers, responding to customer escalations, and proactively escalating when needed.
3. 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.
4. Meet regularly with clients, both remotely and on-site, to review support interactions, system status, major issues, upcoming releases, and other pertinent items.
5. Create and deliver executive customer presentations that outline system performance, potential issues, ROI and suggested forward courses of action.
6. Develop deep understanding of customer’s business and operational needs.
7. Maintain deep practical technical knowledge of Proofpoint’s integration within the customer's environment, including network, security, systems administration, and messaging management.
8. Develop and oversee a comprehensive strategy to meet complex customer requirements utilizing Proofpoint’s solutions.
9. Provide proactive recommendations that support the customer's requirements, roadmap and ongoing technical needs. Identify and prioritize short term and long-term goals.
10. Plan and lead process improvement initiatives tailored to improve customer satisfaction with the services and interaction with the Proofpoint Team.
11. Plan, document, and identify risks and challenges for production changes that span multiple services or technologies.
12. Responsible for scheduling own time and for quality completion of multiple tasks within a varying environment of changing constraints.
13. Use independent judgment within broad parameters.
14. Designs and implements solutions to complex problems.

What You Bring To The Team

1. 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.
2. Knowledge of data communication concepts and technologies, specifically email and networking knowledge of Linux, SMTP, and MySQL.
3. Working knowledge of Windows, Active Directory, and Microsoft Exchange.
4. Very strong customer service and excellent communications skills, both written and oral.
5. A history of successfully leading and directing technical staff through crisis situations.
6. Adaptable and willing to learn new technologies.
7. Knowledge of project management and strong time management skills.
8. Ability to effectively work in a team environment as well as independently.

Why Proofpoint

Protecting people is at the heart of our award-winning lineup of cybersecurity solutions, and the people who work here are the key to our success. We are a customer-focused and driven-to-win organization with leading-edge products—and many exciting reasons to join our team. We believe in hiring the best, the brightest and cultivating a culture of collaboration and appreciation.

We are a diverse, multinational company with opportunities in all functions, and leaders that welcome candidates from all walks of life. Apply today and explore your future.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Consistent with Proofpoint 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 pay and/or equity. We offer a competitive benefits package that includes flexible time off, a robust well-being program that provides for 4 global wellbeing days per year, and a 3-week work from anywhere option.

Base Pay Ranges

SF Bay Area, New York City Metro Area:

Base Pay Range 105,420.00 - 165,660.00 USD

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

Base Pay Range 88,340.00 - 138,820.00 USD

All other cities and states excluding those listed above:

Base Pay Range 79,170.00 - 124,410.00 USD