Senior Manager, Premium Security Services

About the role

Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple: safeguard the digital world and empower people to work securely and confidently. 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 Proofpoint is looking for a self-starting, responsible, action-oriented, and highly motivated individual to lead our growing Enterprise Services team. The mission of Enterprise Services 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. The Enterprise Services Manager will be responsible for leading and training a team of Technical Account Managers. This is a technical leadership 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 an excellent technical and security software foundation, as well as people management experience and staff development skills. This role can be based in Tokyo, Singapore, Sydney or Melbourne. Your day-to-day Management: Work collaboratively with other groups, including Professional Services, Support, Sales, Engineering, and Product Management to ensure effective operation of our team and ensure ongoing customer satisfaction Formulate best practices for presentations, quarterly reports, and health checks as well as overall TAM strategy Be a thought leader on the value of the Premium Support offering and assist in the development of sales strategy and program objectives All aspects of personnel management including recruiting/hiring, development, training and delivering annual reviews Provide feedback and direction, both positive and constructive in a timely and effective manner Build a strong team and provide satisfaction among your team and customer Provide technical leadership and communications to senior staff during service availability issues and other critical events such as major upgrades and migrations Technical Leadership: Provide ongoing and proactive technical leadership and support to Proofpoint's largest and most strategic customers with little direction. Our TAMs are assigned to largest and most complex customers most critical to Proofpoint's success as a company. Direct crisis and incident response, working with the account team, technical support, operations and engineering teams to ensure timely resolution, while communicating effectively with customers. Along with the assigned TAM, meet regularly with strategic clients, both remotely and on-site, to review support interactions, system status, major issues, upcoming releases, and other pertinent items. Maintain practical technical knowledge of Proofpoint's product suite and be able to mentor staff on best practices, preferred configurations, and next steps for customer issues. What you bring to the team 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 communications 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 effectively work in a team environment as well as independently #LI-ML1 Why Proofpoint? At Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons you'll love working with us: Competitive compensation Comprehensive benefits Career success on your terms Flexible work environment Annual wellness and community outreach days Always on recognition for your contributions Global collaboration and networking opportunities Our Culture: Our culture is rooted in values that inspire belonging, empower purpose and drive success-every day, for everyone. We encourage applications from individuals of all backgrounds, experiences, and perspectives. If you need accommodation during the application or interview pr