Sr. Customer Success Manager

Location: California

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Posted Todayjob requisition :
R13301

We are the leader in human-centric cybersecurity. Half a million customers, including 87 of the Fortune 100, rely on Proofpoint to protect their organizations. We’re driven by a mission to stay ahead of bad actors and safeguard the digital world. Join us in our pursuit to defend data and protect people.

How We Work:  At Proofpoint, you’ll be part of a global team that breaks barriers to redefine cybersecurity, 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.
** The Role
** Proofpoint is looking for a self-starting, responsible, action-oriented, and self-motivated individual to join our growing field services team. The mission of the Senior Customer Success Manager is to ensure that our customers realize the full value of the products and services they have purchased from Proofpoint, ultimately maximizing renewals and add-on transactions. This is a post sales, customer-centric role in a fast-paced environment that demands interaction with enterprises at senior levels, as well as with technical staff within the traditional IT and Security organization.

Successful candidates will have outstanding communication skills with a proven track record of successfully interacting with customers regarding business and technical interests alike; a strong technical background, especially related to cybersecurity; extensive experience driving concurrent projects and issues to completion with little or no direction, and above all a passion for ensuring a world class customer experience.
** Your day-to-day
*** Guide customers through each phase of their Proofpoint journey, serving as a trusted advisor through specific activities aimed at providing realized value from their partnership with us.
* Create and maintain Customer Success Plans (CSP) for each of your customers that align with their strategic goals and leverages language meaningful to them.  Secure approval from your customers’ decision makers on the CSP’s content and timeline.
* Meet regularly with customers for health checks to review product adoption and provide them with specific, actionable guidance on how they can get more value from what they already own.
* Be a relentless advocate for customers to help ensure that Proofpoint deployments are successful.  Consistently gather feedback to identify trends and acting as the voice of the customer, provide that structured feedback to product management.
* Identify At Risk customers that are not achieving their desired outcome and as needed, lead cross-functional efforts to get those customers back on track.
* Engage appropriate team members from cross functional groups such as Sales, Marketing, Engineering, Support, and Professional Services to help address underlying causes of churn and dissatisfaction.
* Learn and document your customers’ environment to ensure their success with the current tech stack and identify opportunities for new solutions to address their pain points or help them exploit new markets.
** What you bring to the team
*** 4-year college degree in a business area, technical area or equivalent
* 5 to 10+ years of industry leadership experience in a customer success, sales engineer, senior support engineer, or other customer facing role with exposure to multiple technology areas
* Demonstrate a thorough knowledge of customer success principles and the rationale for the related behavior
* Current knowledge of Proofpoint products or similar and proven curiosity to learn configure flagship products in best practice.
* Must be able to articulate customer business requirements and serve as the customer voice internally, even anticipating customer needs based on common scenarios experienced
* Demonstrate a high level of engagement with customers and colleagues, managing interactions in a professional manner with a focus on…