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Manager, Product Support

Company: Proofpoint
Location: Scottsdale
Posted on: September 21, 2022

Job Description:

It's fun to work in a company where people truly BELIEVE in what they're doing!

_We're committed to bringing passion and customer focus to the business._

**The Role**

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.

**Your day-to-day**

+ 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.

+ 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 asset

+ 2 - 4 years' experience in a Team Lead/Supervisor/Senior support engineer role

+ 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 requirements

+ Strong knowledge of customer relationship management software and metric reporting

+ Excellent verbal, written and interpersonal communication skills.

+ Knowledge of Social Media Protection, cloud services, software as a service (SaaS)

#LI-Remote

_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 https://pfptbenefits.com._

_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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