Program Manager, Support Enablement

Proofpoint; Toronto; On-site; CAD 85,000 - 120,000; Full time

Job summary

Proofpoint is seeking a proactive and organized Program Manager to lead support enablement for new product introductions. This role will involve coordinating cross-functional efforts, ensuring Customer Support Engineers are equipped with necessary knowledge, and driving seamless customer experiences. Join a leading cybersecurity company dedicated to protecting users and their data.

Qualifications

• 5+ years of experience in program management or customer support operations.
• Proven success in leading support enablement initiatives.
• Experience managing enablement programs across multiple product teams.

Responsibilities

• Coordinate support-specific deliverables for new product introductions.
• Partner with cross-functional teams to prepare Support Engineers for post-launch success.
• Track metrics related to training participation and support effectiveness.

Skills

Facilitation

Coordination

Relationship Building

Strong Communication

Tools

Salesforce

Jira

Confluence

Microsoft Teams

Job description

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

In today’s cyber threat landscape, protection starts with people. At Proofpoint, that simple truth fuels our passion for protecting users, the data they create, and the systems they rely on from a uniquely people-centric perspective.

And we are just as passionate about finding the right people to help us in that mission. When you join Proofpoint, you are helping to:

• Build and enhance our proven security platform

• Blend innovation and speed in a constantly evolving cloud environment

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

• Collaborate with customers to help solve their toughest security challenges

We are devoted to helping our customers protect their greatest assets and biggest security risk: their people. That is why we are a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trusts us as a security partner.

The Role

Proofpoint is seeking a proactive and highly organized Program Manager to lead and coordinate support-specific enablement deliverables for new product introductions (NPIs) and feature releases. This role facilitates, coordinates, and tracks cross-functional efforts to ensure Customer Support Engineers are equipped with the technical knowledge, tools, and context needed to assist customer’s effectively post-launch.

You represent the Support Delivery function within the company-wide Launch Operations, partnering and liaison with Product Management, Engineering, Training, and other business units to surface support enablement requirements and coordinate deliverables necessary to prepare Support Engineers for post-launch success. The role is ideal for a candidate with a strong program management mindset, exceptional cross-functional coordination skills, and a passion for improving how support teams acquire knowledge, respond to product changes, and deliver seamless customer experiences.

You will collaborate closely with Technical SMEs to understand new features work, how they integrate with other products, and what troubleshooting challenges Support Engineers may face post-launch. This role ensures training requirements are clearly defined, risks are surfaced early, and enablement efforts remain aligned with product launch timelines.

Your day-to-day

• Represent Support Delivery in Launch Operations forums, facilitating support-specific deliverables in coordination with Product/Engineering leads.

• Maintain and socialize a global calendar of product and feature release dates and associated support deliverables.

• Coordinate cross-functional enablement efforts such as scheduling and hosting transfer of information sessions, training sessions, working sessions, and cross-functional reviews to ensure Support Engineers receive timely, relevant training and troubleshooting guidance.

• Serve as the primary liaison between Customer Support and partners such as Product Management, Engineering, Training, Critical Situation, and Tech SMEs.

• Facilitate discussions with SMEs and Product teams to identify product behaviors, diagnostic approaches, and technical risks.

• Define and assign responsibility for enablement activities such as training content, KBs, escalation rules of engagement, etc.; track and monitor progress and ensure accountability for deliverables.

• Gather and funnel training requirements and risk inputs from SMEs and other key stakeholders to Product and Engineering teams.

• Communicate status, risks, and blockers clearly across involved teams.

• Track impact through metrics like training participation, confidence levels, and post-launch case trends.

What you bring to the team

• 5+ years of experience in program management, customer support operations, or enablement within a SaaS, technical support, and product-driven organization.

• Proven success leading support or service enablement initiatives without direct ownership of content or technical delivery.

• Strong facilitation, coordination, and relationship-building skills; able to engage and influence across business and technical audiences.

• Skilled in navigating complex stakeholder landscapes across multiple product teams.

• Experience managing enablement programs spanning platforms, products, and functional areas.

• Proficiency with tools like Salesforce, Jira, Confluence, Teams, and content collaboration platforms.

• Excellent verbal and written communication skills, with a record of accomplishment influencing outcomes and driving alignment across cross-functional teams.

• Familiarity with modern enablement strategies, support tooling, and AI-enhanced knowledge delivery platforms is a plus.

• Strong organizational awareness; able to align teams across geographies, functions, and competing timelines.

Why Proofpoint

Protecting people is at the heart of our award-winning lineup of cybersecurity solutions, andthe people who work here are the key tooursuccess.We are a customer-focused and driven-to-win organization with leading-edge products—and many exciting reasons to join our team. We believe in hiring the best, the brightest and cultivating a culture of collaboration and appreciation.

We are a diverse, multinational Proofpoint withopportunities in all functions, and leaders that welcome candidates from all walks of life. Apply today and explore your future #LifeAtPFPT.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!