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.
Proofpoint is seeking an experienced Senior Support Manager with proven 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 Product 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).
This role covers 1PM to 10PM and is primarily aligned to our US customer base.
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
Track record of managing enterprise class support teams and creating processes that lead to an efficient customer support organization
Knowledge of security platforms, email protection, cloud services and software as a service (SaaS)
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
Experience of using CRM and metric reporting platforms
Excellent verbal, written and interpersonal communication skills
BSc or equivalent in IT related subject, or equivalent technical experience
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!