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Customer Success Manager

Company: Proofpoint
Location: Carson City
Posted on: March 16, 2023

Job Description:

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._**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 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 excellent communication skills with a proven track record of successfully interacting with customers regarding business and technical interests alike; a strong technical foundation, especially related to security and messaging; substantial experience driving concurrent projects and issues to completion with little 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 assigned Proofpoint customers.+ 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.+ Develop a thorough understanding of 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.+ 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 the 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+ 5+ years of industry experience in a client/professional services, sales engineer, senior support engineer, or other customer facing role with exposure to multiple technology areas+ Understand and demonstrate customer success principles and behavior+ Must be able to articulate customer business requirements and serve as the customer voice internally+ Extensive knowledge of data communication concepts and technologies, specifically email, networking, and enterprise security+ Working knowledge of Linux, SMTP, Salesforce, Windows, Active Directory and Microsoft O365+ Ability to effectively work in a team environment as well as independently+ Excellent communication skills, phone manner, and meeting presence with all levels of customer leadership+ 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+ Ability to work independently, ability to adapt quickly, positive attitude+ **Travel:** Minimal to light travel (0 to 25%)\#LI-KE1 #LI-Remote_If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!__If you are a Colorado Resident:__Proofpoint carefully considers a wide range of compensation factors, including your background and experience. These considerations can cause your compensation to vary.__The hiring range for this position is typically:_85,750.00 - 122,500.00 USD_Actual offer will be based on the individual candidate. Bonus, commission, and/or equity may be eligible for this position.__Additional benefits for this position can be found at statement is being provided in accordance with the Colorado Pay and Benefit Disclosure requirements of sb19-968._At Proofpoint, our people - and the diversity of their lived experiences and backgrounds, thinking and perspectives, and work skills and experiences - are the driving force behind much of our success.We hire the most innovative talent in the world to help defend our customers' sensitive data and intellectual property from threat actors and malicious or careless employees.Cyberattacks on critical infrastructure could threaten access to energy, water, transportation, health care, banking accounts and financial information, and other essential goods and services which is why our employees work every day to deliver world-class cyber resilience to approximately 8,000 enterprise customers around the world.We embrace and foster the diversity of our team members, customers, stakeholders and consumers. Everyone is valued and appreciated for their unique backgrounds, experiences, thoughts and talents, all of which contributes to the growth and sustainability of our business.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 challengesWe 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.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.

Keywords: Proofpoint, Reno , Customer Success Manager, Executive , Carson City, Nevada

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