Overview
Proofpoint is a global leader in human‐and agent‐centric cybersecurity, protecting people, data, and AI agents across email, cloud, and collaboration tools.
How We Work
Our culture is guided by the BRAVE core values: Bold, Responsive, Accountable, Visionary, and Exceptional.
Role
We are seeking an Enterprise Services Manager to lead our growing Enterprise Services team. The role focuses on driving customer success, maximizing renewals, and supporting large enterprise accounts. This role can be based in Tokyo, Singapore, Sydney, or Melbourne.
Responsibilities
* Work collaboratively with cross‐functional teams (Professional Services, Support, Sales, Engineering, Product Management) to ensure effective operation and customer satisfaction.
* Formulate best practices for presentations, quarterly reports, health checks, and overall TAM strategy.
* Advise on the value of the Premium Support offering and help shape sales strategy and program objectives.
* Lead all aspects of personnel management: recruiting, development, training, annual reviews, and team satisfaction.
* Provide technical leadership and communications to senior staff during service availability issues and critical events such as major upgrades and migrations.
* Deliver ongoing and proactive technical leadership and support to Proofpoint's largest and most strategic customers.
* Direct crisis and incident response, coordinating with the account team, technical support, operations, and engineering to ensure timely resolution.
* Maintain practical technical knowledge of Proofpoint's product suite and mentor staff on best practices.
* Meet regularly with strategic clients to review support interactions, system status, major issues, upcoming releases, and other relevant items.
Qualifications
* Bachelor's degree or equivalent experience.
* 8+ years of industry experience in a client/professional services, sales engineer, senior support engineer, IT operations management, or senior engineer role with exposure to multiple technology areas.
* Very strong customer service and excellent communication skills, both written and oral.
* 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 work effectively in a team environment as well as independently.
Benefits
* Competitive compensation.
* Comprehensive benefits.
* Career success on your terms.
* Flexible work environment.
* Annual wellness and community outreach days.
* Recognition for contributions.
* Global collaboration and networking opportunities.
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