Senior Customer Support Manager [IRI860]

Senior Customer Support Manager [IRI860]

11 feb

11 feb



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._

**The Role**

Proofpoint is seeking an experienced Senior Manager of Product Support with strong tactical and strategic skills who will be instrumental in developing our future support strategy and will be responsible for delivering a high level of customer service to large enterprise customers. This position will manage a team of Customer Support Engineers which includes, but is not limited to; managing procedures related to the identification, prioritization and resolution of customer requests, ticket monitoring, tracking,

coordination of Support resources and the ability to communicate information at all levels (customer, engineering, and executive). Strong communication skills are essential.

**Your day-to-day**

+ Work collaboratively with cross-functional teams in Product Management, Engineering and Operations to ensure exceptional customer experience

+ Utilize data analytics to identify areas of product improvement and serviceability for support

+ Hire, on-board, coach and develop support staff

+ Drive customer escalations to resolution by leading and engaging with customers directly.

+ Help develop process around continuous improvement in Support.

+ Ability to identify and manage support metrics, reporting tools, tracking tools and infrastructure, to ensure all department activities are process driven.

**What you bring to the team**

+ BS Degree in a technical curriculum or equivalent. MBA an asset

+ 5 – 10 years’ experience successfully leading a customer support organization

+ Proven track record of managing enterprise class support teams and creating processes that lead to an efficient customer support organization

+ Experience with next-generation support models, including but not limited to, email, phone, social media, communities, chat etc.

+ Ability to self-direct, multi-task and prioritize job requirements

+ Strong knowledge of customer relationship management software and metric reporting

+ Excellent verbal, written and interpersonal communication skills.

+ Knowledge of security platforms, email protection, cloud services, software as a service (SaaS)


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

At Proofpoint, we have a passion for protecting people, data, and brands from today’s advanced threats and compliance risks. We hire the best people in the business to:

+ Build and enhance our proven security platform

+ Blend innovation and speed in a constantly evolving cloud architecture

+ Analyze new threats and offer deep insight through data-driven intel

+ Collaborate with customers to help solve their toughest security challenges

We are singularly devoted to helping our customers protect what matters most. 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.

Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.

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