Buenos Aires C.F.
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.
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.
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)
If you like wild growth and working with happy, enthusiastic over:achievers, youll enjoy your career with us