Technical Account Manager

Segment (Twilio); California (MO); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Flexible work environment

Wellness days

Global networking

Job summary

Proofpoint is seeking a technically adept professional to provide ongoing leadership and support to strategic customers in a fast-paced environment, interacting with senior enterprise leaders and IT teams. The role emphasizes security software, Linux, messaging, and cloud services, with a focus on delivering top-tier customer experiences.

You will manage incidents, coordinate with account teams, and lead crisis responses while keeping customers informed.

Qualifications

• 4+ years in client/professional services or senior technical roles.
• Strong Linux, SMTP, and MySQL knowledge.
• Excellent written and oral communications.
• Proven crisis management experience.

Responsibilities

• Provide ongoing technical leadership and support to strategic customers.
• Manage and monitor support interactions; advocate for customers.
• Direct crisis and incident response with cross‑team coordination.
• Meet with clients remotely and on-site to review status and plans.
• Create executive presentations on performance, ROI, and actions.
• Maintain understanding of customer needs and Proofpoint integration.
• Plan risk assessment for production changes spanning services.
• Drive process improvements to boost customer satisfaction.

Skills

Client leadership

Technical support & engineering

Networking & Linux fundamentals

Windows / AD / Exchange

Crisis management

Tools

Windows

Active Directory

Microsoft Exchange

MySQL

SMTP

Job description

The Role

This is a technical 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, especially related to Linux, messaging, and cloud services, a proven track record of successfully interfacing with customers on both technical and non‑technical levels, substantial experience driving concurrent projects and issues to completion with little direction, and above all, a passion for ensuring a top‑quality customer experience.

Day‑to‑Day Responsibilities

• Independently provide ongoing and proactive technical leadership and support to Proofpoint’s strategic customers with little direction.
• Manage and monitor support interactions, serving as an internal advocate for strategic customers, responding to customer escalations, and proactively escalating when needed.
• 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.
• Meet regularly with clients, both remotely and on‑site, to review support interactions, system status, major issues, upcoming releases, and other pertinent items.
• Create and deliver executive customer presentations that outline system performance, potential issues, ROI and suggested forward courses of action.
• Develop deep understanding of customer’s business and operational needs.
• Maintain deep practical technical knowledge of Proofpoint’s integration within the customer’s environment, including network, security, systems administration, and messaging management.
• Develop and oversee a comprehensive strategy to meet complex customer requirements utilizing Proofpoint’s solutions.
• Provide proactive recommendations that support the customer’s requirements, roadmap and ongoing technical needs.
• Identify and prioritize short term and long‑term goals.
• Plan and lead process improvement initiatives tailored to improve customer satisfaction with the services and interaction with the Proofpoint Team.
• Plan, document, and identify risks and challenges for production changes that span multiple services or technologies.
• Responsible for scheduling own time and for quality completion of multiple tasks within a varying environment of changing constraints.
• Use independent judgment within broad parameters.
• Designs and implements solutions to complex problems.

Qualifications

• 4+ years of industry experience in a client/professional service, sales engineer, senior support engineer, IT operations management, or senior engineer role with exposure to multiple technology areas.
• Knowledge of data communication concepts and technologies, specifically email and networking knowledge of Linux, SMTP, and MySQL.
• Working knowledge of Windows, Active Directory, and Microsoft Exchange.
• 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.

Benefits

• 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

We encourage applications from individuals of all backgrounds, experiences, and perspectives. If you need accommodation during the application or interview process, please reach out to [e-mail].