Manager, Product Support
Posted on: September 21, 2022
It's fun to work in a company where people truly BELIEVE in what
_We're committed to bringing passion and customer focus to the
Proofpoint is seeking an experienced Manager of Product Support
with strong technical and strategic skills who will be responsible
for delivering a high level of customer service to large enterprise
customers. This position will manage a team of Product 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
+ 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.
+ Develop and document SOPs, as well as improve existing processes
through continuous improvement efforts.
+ 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. MBA an
+ 2 - 4 years' experience in a Team Lead/Supervisor/Senior support
+ Experience leading 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
+ Strong knowledge of customer relationship management software and
+ Excellent verbal, written and interpersonal communication
+ Knowledge of Social Media Protection, cloud services, software as
a service (SaaS)
_If you like wild growth and working with happy, enthusiastic
over-achievers, you'll enjoy your career with us!_
_If you are a Colorado Resident:_
_Proofpoint carefully considers a wide range of compensation
factors, including your background and experience. These
considerations can cause your compensation to vary._
_The hiring range for this position is typically:_
86,800.00 - 120,000.00 USD
_Actual offer will be based on the individual candidate. Bonus,
commission, and/or equity may be eligible for this position._
_Additional benefits for this position can be found at
_This statement is being provided in accordance with the Colorado
Pay and Benefit Disclosure requirements of sb19-968._
Keywords: Proofpoint, Scottsdale , Manager, Product Support, Executive , Scottsdale, Arizona
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