Director, Technical Support

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.The Role Proofpoint is looking for a Director, Technical Support to build, lead and inspire a new support organisation in Ireland. You’ll lead a team of Senior Managers, Managers, and their technical support teams located in EMEA.Customer Success and operational excellence is vital to Proofpoint’s long term growth and profitability. Ultimately, Proofpoint’s success is dependent on the success of its customers. The business must ensure its customers are receiving significant value from both its products and services. As such, Proofpoint needs a senior leader to drive success for its customers, executing against the organization’s broader customer success strategy.We have excellent customer satisfaction scores, your goal is to optimize operational excellence across the customer journey through break fix support, to deliver a world-class experience and increased efficiency while ensuring alignment with Global Customer Success programs and Proofpoint strategic values.Your day-to-day Establish success criteria and track adherence to key operational metrics Evaluate current client needs, what are being met, what is within Proofpoint’s control to meet, and areas needed for improvementOptimise Customer Lifecycle and standardise interventions for each point in journeyExecute a comprehensive customer success strategy for the technical support team and regional customer baseDevelop standards for handling customer issues and escalation paths to drive successful outcomes through higher product adoption, customer satisfaction and overall health scoresCollaborate with the professional services, product, engineering, marketing, and sales teams to contribute to the overall strategic direction and leadership of the organisation internationallyBe at the forefront of driving business continuity as part of the larger global support communityCreate an organisation that offers career development opportunities and direction for customer support representativesMaintain diverse and effective hiring, onboarding, and an operating plan including specifics regarding the required staffing, process, and technologyStrategically view the marketplace, analyse customer data, and successfully manage the satisfaction of the current and future customer baseWhat you bring to the teamCourage to think differently and bring innovationStrategic vision for award-winning, world-class customer supportDemonstrated history of data-driven decision-making based upon business metricsProven ability to work with leaders to build consensus around strategy and tactics, to communicate and manage well at all levels of the organisationAbility to anticipate what will be required for continued success in the futureTrack record of managing enterprise class support organisations to customer success goals in a high-growth B2B software/SaaS environmentYou thrive in fast-paced, dynamic environments and take an approach that gets things doneVoice of the customer / advocacy for customer within ProofpointWhy ProofpointProtecting people is at the heart of our award-winning cybersecurity solutions, and the people who work here are the key to our success.  We’re a customer-focused and driven-to-win organisation 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! #LifeAtProofpointIf you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!