Sr. Manager, Technical Support
Proofpoint - Draper, UT

This job posting is no longer available on Proofpoint. Find similar jobs: Senior Manager jobs - Proofpoint jobs

Proofpoint, Inc is seeking an experienced, self-motivated, flexible, team-oriented Sr. Manager, Technical Support, to play a significant role in the refinement of our support strategy and maintenance of a high level of customer satisfaction for our existing customers.

This position will oversee a team of Level 1 Technical Support Engineers and potentially other technical groups, managing all procedures related to the identification, prioritization and resolution of escalated customer help requests, including monitoring, tracking and coordination of Support resources. In addition the position will require strong leadership to scale a technical organization.

Responsibilities include:
  • Manage Support Engineers that respond to situations where standard procedures have failed to isolate or fix problems in non‑functioning systems or software.
  • Work with the team to ensure consistently positive customer experiences with the highest level of customer service, provided in a friendly, collaborative, and resourceful manner.
  • Drive customer escalations to resolution by leading and engaging with customers directly.
  • Work with interdepartmental teams to ensure that critical issues are documented and escalated in an expeditious manner for resolution.
  • Determine why customer issues needed to be escalated to enhance department learning opportunities.
  • Continually seek to identify opportunities for internal and customer related process improvement.
  • Plan and develop support metrics, reporting tools, tracking tools and infrastructure, to ensure all department activities are process driven.
  • Build new programs to address changing business needs
  • Grow and scale the team based on management direction. That might include managing other technical teams such as Operations and Services.
  • Report weekly on customer/departmental top issues, hiring and on-going projects.

Requirements:
  • 5 + years experience with managing world-class support teams and creating processes that lead to an efficient customer support organization.
  • Excellent verbal, written and interpersonal communication skills.
  • Proven ability to manage customer expectations.
  • Excellent customer satisfaction skills and a positive attitude.
  • Ability to self-direct, multi-task and prioritize job requirements.
  • Strong knowledge of customer relationship management software and metric reporting.
  • Knowledge of email privacy/protection, cloud services, software as a service (SaaS) is preferred.

Proofpoint - 12 months ago - save job - block
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