Job in Salem for Customer Advisor

Job Description

Description

Proofpoint is looking for a self-starting, responsible, action-oriented, and self-motivated individual to join our growing field services team. The mission of the Senior Customer Success Manager is to ensure that our customers realize the full value of the products and services they have purchased from Proofpoint, ultimately maximizing renewals and add-on transactions. This is a post sales, customer-centric 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 outstanding communication skills with a proven track record of successfully interacting with customers regarding business and technical interests alike; a strong technical background, especially related to security and messaging; extensive experience driving concurrent projects and issues to completion with little or no direction, and above all a passion for ensuring a world class customer experience.

Responsibilities Include

• Drive impactful activities with our customers that serve as reminders of value, exhibiting complete ownership over assigned customers, regions and engagements.
• Be a relentless advocate for your customers to improve the product and help ensure that Proofpoint deployments are successful. Consistently gather feedback to identify trends and lessons learned to further product improvement.
• Independently provide ongoing and proactive vision and guidance regarding security initiatives to your team and Proofpoint customers. Model the desired behavior with your colleagues by exhibiting the following
• Provide guidance and advice to onboarding customers about how best to utilize Proofpoint resources including their purchased solutions, support options, training offerings and other Proofpoint services.
• Meet regularly with customers to review product adoption and health, support interactions, major issues, upcoming releases, and other security initiatives.
• Proven ability to influence colleagues and customers to act in high impact situations.
• Develop a thorough understanding of each customer’s business and security needs, providing proactive recommendations that support the customer’s roadmap and vision.
• Communicate consultatively about potential solutions to address customers’ security concerns and challenges and seek customer feedback on their value propositions for those solutions.
• Manage and monitor support interactions, serving as an internal advocate for customers, responding to customer escalations, and proactively escalating when needed.
• Lead crisis and incident response, working with multiple parties – internal departments as well as the customer - to ensure timely and satisfactory resolution to issues and project completion.
• Identify root causes of customer churn and possible client dissatisfaction.
• Engage appropriate team members from cross functional groups such as Sales, Marketing, Engineering, Support, and Professional Services to help address underlying causes of churn and dissatisfaction.
• Develop and oversee individual strategies to help meet Proofpoint’s customers’ requirements for success. Guide the customer in best practices to incorporate those strategies into their business/technical plans.
• Plan and lead process improvement initiatives tailored to improve overall customer success and satisfaction during a customer’s lifecycle with the Proofpoint team. Exhibit a high skill level to direct those initiatives with all levels of management and cross-functional teams within Proofpoint.
  

Requirements

• 4-year college degree in a business area, technical area or equivalent
• 10 to 15+ years of industry leadership experience in a client/professional services, sales engineer, senior support engineer, or other customer facing role with exposure to multiple technology areas
• Demonstrate a thorough knowledge of customer success principles and the rationale for the related behavior
• Must be able to articulate customer business requirements and serve as the customer voice internally, even anticipating customer needs based on common scenarios experienced
• Demonstrate a high level of engagement with customers and colleagues, managing interactions in a professional manner with a focus on achieving mutual positive results
• Extensive knowledge of data communication concepts and technologies, specifically email, networking, and enterprise security
• Current knowledge of Linux, SMTP, Salesforce, Windows, Active Directory and Microsoft O365
• Proven ability to effectively lead in a team environment as well as independently pioneer new processes for your team
• Ability to identify company needs for customer initiatives and lead those initiatives across internal teams, as appropriate
• Excellent communication skills, phone manner, and meeting presence with all levels of customer leadership
• Evidence of pristine documentation, executive communications, white papers, etc.
• Strong project and/or program management skills and high attention to detail, with a solid understanding of project management methodologies
• Ability to think innovatively, strategically and deliver tactically. Evidence of strategic and tactical success like contributing to successful projects and demonstrating scale of new initiatives
• Ability to work independently, ability to adapt quickly, positive attitude
• Travel Minimal to light travel (0 to 25%)

Contact Informations

Recruiting For : Proofpoint
Contact Person : HR