Technical Account Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Deliver ongoing and proactive technical leadership and assistance to strategic clients.

• Oversee and monitor support interactions, addressing customer escalations as they arise.

• Act as an internal champion for strategic clients, escalating issues proactively when necessary.

• Lead crisis and incident management efforts involving account management, support, operations, and engineering teams.

• Conduct remote and on-site meetings with clients to discuss support interactions, system health, major issues, and releases.

• Create and present executive-level presentations to customers focusing on system performance, potential issues, ROI, and suggested actions.

• Cultivate a deep understanding of customers' business and operational needs.

• Maintain up-to-date technical knowledge of Proofpoint integrations within customer systems.

• Develop and implement strategies to meet complex customer needs using Proofpoint solutions.

• Offer proactive recommendations that align with customer requirements, roadmaps, and technical needs.

• Identify and prioritize both short-term and long-term objectives.

• Lead initiatives aimed at improving processes to enhance customer satisfaction.

• Plan, document, and assess risks and challenges related to production changes across multiple services or technologies.

• Coordinate tasks and manage multiple responsibilities within varying constraints.

• Design and implement solutions to intricate challenges.

⛳️ Requirements

• Minimum of 4 years of industry experience in client or professional services, sales engineering, senior support engineering, IT operations management, or senior engineering roles.

• Experience across diverse technology domains.

• Familiarity with data communication concepts and technologies.

• Understanding of email systems and networking.

• Proficiency in Linux, SMTP, and MySQL.

• Working knowledge of Windows, Active Directory, and Microsoft Exchange.

• Experience with Data Loss Prevention solutions, information protection technologies, or email security platforms is highly advantageous.

• Exceptional customer service skills.

• Strong written and verbal communication abilities.

• Proven track record of effectively leading and guiding technical teams during crisis situations.

• Flexibility and eagerness to learn new technologies.

• Knowledge of project management principles and strong time management capabilities.

• Ability to work efficiently both as part of a team and independently.

🏝️ Benefits

• Competitive salary package.

• Comprehensive benefits offerings.

• Career growth tailored to your aspirations.

• Flexible working environment.

• Annual wellness and community service days.

• Continuous recognition for your contributions.

• Opportunities for global collaboration and networking.

• Support available during the application or interview process.