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Job 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 cybersecurity; 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:
- Guide customers through each phase of their Proofpoint journey, serving as a trusted advisor through specific activities aimed at providing realized value from their partnership with us.
- Create and maintain Customer Success Plans (CSP) for each of your customers that align with their strategic goals and leverages language meaningful to them. Secure approval from your customers’ decision makers on the CSP’s content and timeline.
- Meet regularly with customers for health checks to review product adoption and provide them with specific, actionable guidance on how they can get more value from what they already own.
- Be a relentless advocate for customers to help ensure that Proofpoint deployments are successful. Consistently gather feedback to identify trends and acting as the voice of the customer, provide that structured feedback to product management.
- Identify At Risk customers that are not achieving their desired outcome and as needed, lead cross-functional efforts to get those customers back on track.
- 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.
- Learn and document your customers’ environment to ensure their success with the current tech stack and identify opportunities for new solutions to address their pain points or help them exploit new markets.
Requirements:
- Excellent industry experience in a customer success, 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
- Proven ability to influence colleagues and customers to act in high impact situations.
- Extensive knowledge of data communication concepts and technologies, specifically email, networking, and enterprise security
- Current knowledge of cybersecurity solutions and productivity suites.
- 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.
- 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
- Fluent in German, and business to professional level in English languages required.
- Any additional languages are a plus
- Travel: Minimal to light travel
Why Proofpoint
Protecting people is at the heart of our award-winning cybersecurity solutions, and the people who work here are the key to our success. We’re a customer-focused and driven-to-win organisation with leading-edge products. We are an inclusive, diverse, multinational company that believes in culture fit, but more importantly ‘culture-add’, and we strongly encourage people from all walks of life to apply.
We believe in hiring the best and the brightest to help cultivate our culture of collaboration and appreciation. Apply today and explore your future at Proofpoint! #LifeAtProofpoint
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
