Technical account manager

It's fun to work in a company where people truly BELIEVE in what they're doing!The following information aims to provide potential candidates with a better understanding of the requirements for this role.We're committed to bringing passion and customer focus to the business.Corporate OverviewIn 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’re just as passionate about finding the right people to help us in that mission. When you join Proofpoint, you’re helping to :• Build and enhance our proven security platform• Blend innovation and speed in a constantly evolving cloud environment• Analyze new threats and offer deep insight through data-driven intel• Collaborate with customers to help solve their toughest security challengesWe are singularly devoted to helping our customers protect their greatest assets and biggest security risk their people. That’s why we’re a leader in next-generation cybersecurity and why more than half of the Fortune 100 trust us as a security partner.The RoleThe 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.Candidate should be fluent in Portuguese.This role may require up to 25% travel, usually less.Your day-to-day• Independently provide ongoing and proactive technical leadership and support to Proofpoint’s strategic customers with little direction.• Manage and monitor support interactions, serving as an internal advocate for strategic customers, responding to customer escalations, and proactively escalating when needed.• 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.• Requires little supervision on assigned tasks.• Works independently on routine tasks.• Responsible for scheduling own time and for quality completion of multiple tasks within a varying environment of changing constraints.• Uses independent judgment within broad parameters.• Designs and implements solutions to complex problems with minimum supervision.What You Bring To The Team• 4+ 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• Knowledge of data communication concepts and technologies, specifically email and networking• Knowledge of Linux, SMTP, and MySQL.• 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 independentlyWhy ProofpointAt Proofpoint we pride ourselves on our people-centric approach to success and innovation, which extends to how we design roles within our organization and hire talent around the world.The cybersecurity landscape is ever-evolving, and we recognize that the skills needed tomorrow may be different than the skills needed today.Therefore, we seek individuals from a variety of backgrounds with a range of work histories who can leverage their relevant experience as well as transferrable skills to help our company grow.Critical thinkers, problem solvers, collaborators, communicators, and future-oriented creatives need apply. It’s not about where you started, or where you’re coming from, it’s about where you can go with Proofpoint.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 RangesSF Bay Area, New York City Metro AreaBase Pay Range 105,420.00 - 165,660.00 USDCalifornia (excludes SF Bay Area), Colorado, Connecticut, Illinois, Washington DC Metro, Maryland, Massachusetts, New Jersey, Texas, Washington, Virginia, and AlaskaBase Pay Range 88,340.00 - 138,820.00 USDAll other cities and states excluding those listed aboveBase Pay Range 79,170.00 - 124,410.00 USDJ-18808-LjbffrLast updated : 2024-09-15