Proofpoint Customer Engagement Manager in Belfast, Ireland

Customer Engagement Manager

Location:Belfast, NI

Description

Company Overview

At Proofpoint, we have a passion for protecting people, data, and brands from today’s advanced threats and compliance risks. We hire the best people in the business to:

  • Build and enhance our proven security platform

  • Blend innovation and speed in a constantly evolving cloud architecture

  • Analyze new threats and offer deep insight through data-driven intel

  • Collaborate with customers to help solve their toughest security challenges

We are singularly devoted to helping our customers protect what matters most. That’s why we’re a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.

The Role

The Customer Engagement Manager will have ownership of assigned customer’s, to ensure high levels of product adoption, success and expected outcomes are achieved. In addition, you will be responsible for a seamless onboarding process for new customers, lifecycle management, and achievement of retention goals. You will also perform routine check-in calls with your customers to ensure the business value is being achieved with Wombat products.

Your day-to-day

  • Primary point of contact and product expert for our customers post sales

  • Develop a trusted advisor relationship with customers and executive sponsors to drive product adoption and ensure they are utilizing the solution to achieve full business value

  • Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ needs

  • Create a Customer Advocacy program with assigned customers

  • Conduct periodic customer health-checks

  • Prepare and educate customers on new features and releases

  • Identify renewal risk and collaborate with internal teams to re-mediate and ensure a successful renewal

  • Manage your customers utilizing industry best practices and act as the voice of the customer to collect feedback and drive continuous improvement across all areas

What you bring to the team

  • Bachelor's degree in Business, Computer Science, Information Technology or related discipline required

  • Proven Customer Success experience in SaaS organizations

  • General knowledge in the Cyber Security space, SaaS applications and Cloud technology

  • Familiarity with enterprise web technologies, security and customer success applications

  • Excellent communication skills, including issue management, triaging and crisis management

  • Ability to handle multiple customer on-boarding projects at a time and identify critical issues

  • Ability to manage multiple customers in a defined Customer Life-Cycle process

  • Deep understanding of emerging industry best practices when solving business problems

  • Pushes creative thinking beyond the boundaries of existing industry practices and customer mindsets

  • Experience of communicating internal and external customers, and all levels of management

  • Ability to communicate technical information to non-technical audiences and deliver informative, well-organized presentations

  • Understanding of how to communicate difficult/sensitive information considerately and manage client expectations

  • Ability to travel up to 20%

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 Proofpoint’s amazing culture!

#LI-DNP

Proofpoint is an equal opportunity employer and welcomes applications from all qualified individuals regardless of race, sex, disability, religion/belief, sexual orientation or age.

Proofpoint does not accept unsolicited resumes from external recruiters or employment agencies. In the absence of a signed Recruitment Services Agreement, Proofpoint will not consider or agree to payment of any recruiter or agency fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, Proofpoint explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.