Location: New York,NY, USA
Senior Customer Support Manager page is loaded **Senior Customer Support Manager**
**Senior Customer Support Manager**
locationsNew York time typeFull time posted onPosted 5 Days Ago job requisition idR7400 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.*
Proofpoint is seeking an experienced Senior Manager of Product Support with strong tactical and strategic skills who will be instrumental in developing our future support strategy, will be responsible for delivering a high level of customer service to large enterprise customers, and facilitate an efficient, collaborative, and enjoyable working environment. This position will manage a team of Information Security 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. Demonstrated experience creating a positive & fulfilling work environment, helping teams execute to their highest potential, and global collaboration are a must.
**Location: Remote New York**
**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.
* 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**
* BS Degree in a technical curriculum or equivalent. MBA an asset
* 5 10 years experience successfully leading a customer support organization
* Proven track record of managing enterprise class support teams and creating processes that lead to an efficient customer support organization
* A record of developing teams with high employee retention, strong job satisfaction, and successful career growth
* 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 security platforms, email protection, cloud services, software as a service (SaaS)
* Candidates should be flexible working evening and weekend shifts
* Participate in on-call support 24x7 rotation as assigned.
**Why Proofpoint**
As a customer focused and driven-to-win organization with leading edge products, there are many exciting reasons to join the Proofpoint team. We believe in hiring the best the brightest and cultivating a culture of collaboration and appreciation. As we continue to grow and expand globally, we understand that hiring the right people and treating them well is key to our success! We are a multi-national company with locations in 10 countries, with each location contributing to Proofpoints amazing culture!
*If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!*
**People-Centric**
At Proofpoint, our people and the diversity of their lived experiences and backgrounds, thinking and perspectives, and work skills and experiences are the driving force behind much of our success.