Proofpoint is seeking an experienced team-oriented Product Support Manager which will play a significant role in the refinement of our support strategy. The role requires a leader with strong tactical and strategic focused on delivering a high level of customer satisfaction.
The Role
Proofpoint is seeking an experienced team-oriented Product Support Manager which will play a significant role in the refinement of our support strategy. The role requires a leader with strong tactical and strategic focused on delivering a high level of customer satisfaction. Strong communication skills are essential.
This position will oversee a team of Product Support Engineers during the hours of between 1PM – 10PM (hours may differ depending on customer demand and business need). The role 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).
Your day-to-day
- Lead a team of Support Engineers to resolve customer issues.
- Work with the team to ensure consistently positive customer experiences with the highest level of customer service.
- Drive customer escalations to resolution by leading and engaging with customers directly.
- Work with internal teams to ensure that critical issues are documented and escalated expeditiously.
- 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
- Proven track record of managing world-class support teams and creating processes that lead to an efficient customer support organization.
- Excellent verbal, written and interpersonal communication skills.
- Proven ability to manage customer expectations.
- Ability to self-direct, multi-task and prioritize job requirements.
- Strong knowledge of customer relationship management software and metric reporting.
- Knowledge of email privacy/protection, cloud services, software as a service (SaaS).
