Technical Account Manager

Technical Account Manager

Join Proofpoint as a Technical Account Manager and work with customers to realize product value and drive renewals.

Proofpoint is a global leader in human- and agent-centric cybersecurity, protecting how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 Fortune 100 companies, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint.

Our mission is to safeguard the digital world and empower people to work securely and confidently.

Guided by our BRAVE core values:

• Bold in how we dream and innovate
• Responsive to feedback, challenges and opportunities
• Accountable for results and best in class outcomes
• Visionary in future focused problem‑solving
• Exceptional in execution and impact

• 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 challenges

The role of the Technical Account Manager is to work with customers so that they realize the full value of the products and services they have purchased from Proofpoint, ultimately maximizing renewals and add‑on transactions. This technical role demands interaction with enterprises at senior levels and with internal technical staff.

• This position requires U.S.جابة citizenship due to the escalated nature of the accounts supported.
• Experience working with U.S. federal, state, or public‑sector customers is strongly preferred.

• Independently provide ongoing and გადა technical leadership and support to Proofpoint’s strategic customers with little direction.
• Manage and monitor support interactions, serving as an internal advocate for strategic customers, responding to escalations.
• Direct crisis and incident response, coordinating with account, technical support, operations and engineering teams for timely resolution.
• Meet regularly with clients, virtually and on‑site, to review support interactions, system status, major issues and upcoming releases.
• Create and deliver executive customer presentations outlining system performance, potential issues, ROI and suggested actions.
• Develop deep understanding of customer’s business and operational needs.
• Maintain deep practical technical knowledge of Proofpoint’s integration within the customer’s environment.
• Develop and oversee a comprehensive strategy to meet complex customer requirements.
• Provide proactive recommendations that support the customer’s roadmap and ongoing technical needs.
• Identify and prioritize short‑term and long‑term goals.
• Plan and lead process improvement initiatives tailored to improve customer satisfaction with services and interactions.
• Plan, document, and identify risks and challenges for production changes spanning multiple services or technologies.
• Requires little supervision on assigned tasks.
• Works independently on routine tasks.
• Responsible for scheduling own time and ensuring quality completion of multiple tasks within a varying environment of changing constraints.
• Uses independent judgment within broad parameters.
• Designs and implements solutions to complex problems with minimal supervision.
• Travel may be required up to 25%.

• 4+ years of industry experience in a client/professional services, sales engineer, senior support engineer, IT operations management, or senior engineer role.
• 2+ years experience managing strategic/top accounts.
• Knowledge of data communication concepts and technologies, specifically email and networking.
• Knowledge of Linux, SMTP, and MySQL.
• Working knowledge of Windows, Active Directory, and Microsoft Exchange.
• Very strong customer service and excellent written and oral communication skills.
• A history of successfully leading and directing technical staff through crisis situations.
• Adaptable and willing to learn new technologies.
• Knowledge of project management and strong time management skills.
• Ability to effectively work in a team environment as well as independently.
• Ability to develop relationships across multiple organizational boundaries…