Senior Customer Support Manager

Senior Customer Support Manager

Its fun to work in a company where people truly BELIEVE in what theyre doing



Were committed to bringing passion and customer focus to the business.



The Role



Proofpoint is seeking an experienced Senior Customer Support Manager with strong 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 Customer 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). Strong communication skills are essential.



Your day:to:day

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

BS Degree in a technical curriculum or equivalent experience. MBA an asset

5 : 10 years' experience successfully leading a customer support organization

Proven track record of managing enterprise class support teams and creating processes that lead to an efficient customer support organization

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

Strong knowledge of customer relationship management software and metric reporting

Excellent verbal, written and interpersonal communication skills.

Knowledge of security platforms, email protection, cloud services, software as a service (SaaS)



LI:TC1



If you like wild growth and working with happy, enthusiastic over:achievers, youll enjoy your career with us