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.
Corporate Overview
Proofpoint is a leading cybersecurity company protecting organizations’ greatest assets and biggest risks: vulnerabilities in people. With an integrated suite of cloud-based solutions, Proofpoint helps companies around the world stop targeted threats, safeguard their data, and make their users more resilient against cyber-attacks. Leading organizations of all sizes, including more than half of the Fortune 1000, rely on Proofpoint for people-centric security and compliance solutions mitigating their most critical risks across email, the cloud, social media, and the web.
We are singularly devoted to helping our customers protect their greatest assets and biggest security risk: their people. That’s why we’re a leader in next-generation cybersecurity.
Protection Starts with People.
As a member of the Global Support Organization, the Manager Product Support will lead our Japan customer support team and ensure customers receive outstanding service as well as take charge and respond to service outages. This person serves as the communication focal point for the customer and oversees all resolution efforts from the initial problem identification to post-mortem analysis including translation into Japanese language where required. The role also acts as a customer advocate to help drive improvements in all aspects of Proofpoint's business, including Customer Service, Professional Services, Product, Engineering and Partner Management.
Your day-to-day
Facilitate queue prioritization and assist engineers when required
Manage local support team of front & backline engineers providing coaching, training, and development opportunities
Develop and implement support strategies to improve customer satisfaction and reduce response times
Manage shift rotations and provide coverage where gaps exist
Partner engagement – for key partners to raise the overall support experience of our customers
Act as an Escalation point for critical customer situations
Leverage the internal, cross-functional community to drive critical situations to resolution
Provide customer facing updates and internal reporting
Lead cross-departmental process improvement to maximize customer retention
Drive process improvement as part of the overall customer success group
Provide post-escalation analysis reporting that will capture and help drive process improvements throughout the organization.
Coordinate and research incident root cause and generate customer facing cause analysis document in both English and Japanese
Evaluate customer request for service level agreement violations
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Participate in on-call managerial support 24x7 rotation as assigned.
Manage customer dissatisfaction and work to return customer to a promoter
What you bring to the team
Bachelor’s Degree or relevant work experience
Extensive customer service experience with escalation management background
Familiarity with Linux command line and environments
Good understanding of Database and SaaS applications
Highly proficient in both written and spoken English & Japanese
An accomplished communicator and influencer, able to work with customers, users, senior level management, sales and peers
Strong business and management acumen
Possess the ability to resolve issues and conflicts, as well as be able to take ownership in challenging situations
Strong ability to independently debug broad, complex system environments involving multiple configurations and protocols
Knowledge of email privacy/protection, cloud services, software as a service (SaaS) is preferred
ITIL Service Management experience is a plus
Experience with next-generation support models, including but not limited to, email, phone, social media, communities, chat etc.
Why Proofpoint
Protecting people is at the heart of our award-winning lineup of cybersecurity solutions, and the people who work here are the key to our success. We’re a customer-focused and a driven-to-win organization with leading-edge products. We are an inclusive, diverse, multinational company that believes in culture fit, but more importantly ‘culture-add’, and we strongly encourage people from all walks of life to apply.
We believe in hiring the best and the brightest to help cultivate our culture of collaboration and appreciation. Apply today and explore your future at Proofpoint! #LifeAtProofpoint
#LI-PC1
#LI-PC1
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
申請を続行してください
or
By signing in to your account, you agree to Bestjobs.jp's Terms of Service and consent to our Privacy Policy.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Save now, apply later
or
By signing in to your account, you agree to Bestjobs.jp's Terms of Service and consent to our Privacy Policy.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
