Technical Account Manager - US East
Proofpoint - Rochester, NY

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Proofpoint Technical Account Managers (TAMs) are engaged with our largest and most complex customers and charged with owning the overall technical relationship, successfully communicating on both technical and non-technical levels with client staff – from systems administrators up to C-level executives. A highly dynamic position, Proofpoint TAMs regularly deep dive into technical issues, quarterback crisis-response and lead incident resolution efforts. Successful candidates will have a solid technical foundation, especially related to Linux and messaging, a proven track record of successfully interfacing with clients, experience driving projects to completion with little direction, and above all a passion for ensuring a top quality client experience.

Note: This is a field position and we are open to candidates located in the Eastern continental US.

Responsibilities include:
  • Provide ongoing and proactive technical leadership and support to Proofpoint’s largest and most strategic customers.
    • Manage and monitor all 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 technical support, operations and engineering teams to ensure timely resolution, while communicating effectively with customers.
    • Meet regularly with strategic clients, both remotely and on-site, to review support interactions, system status, major issues, upcoming releases, and other pertinent items.
    • Create and deliver customer presentations that outline system performance, potential issues, and suggested forward courses of action.
    • Develop deep understanding of customer’s business and operational needs.
    • Oversee and spearhead special projects as directed.
  • 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.
  • Communicates effectively with peers and manager alike to ensure the highest quality of delivered support.
    • Interacts with team members, product management and other design groups regarding project level issues.
    • Provides regular, proactive communication regarding project assignments, scheduling, design issues, and problems.
    • Seeks and gives technical assistance across project boundaries. Acts as a resource within department on their area of expertise.
  • Receives limited direction and 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.
Requirements:
  • Bachelors degree or equivalent
  • 4+ years of industry experience in an client/professional services, sales engineer, senior support engineer, IT operations management, or senior engineer role with exposure to multiple technology areas
  • Extensive knowledge of data communication concepts and technologies, specifically email and networking
  • Working knowledge of Linux, SMTP, and MySQL.
  • Working knowledge of Windows, Active Directory, and Microsoft Exchange.
  • 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
  • Working knowledge of project management and strong time management skills
  • Ability to effectively work in a team environment as well as independently
  • Up to 50% (domestic and international)

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