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. 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. The Director, Customer Success, is responsible for contributing to the strategy in region and implementing programs that optimize customer satisfaction and services execution, throughout the customer journey while ensuring alignment with Global Customer Success and strategic values. Your day-to-day Execute a comprehensive customer success strategy for the technical support team and regional customer base. This includes effective hiring, onboarding as well as an operational plan including specifics regarding the required staffing, process and technology. Create an organization that creates career development opportunity and direction for customer support representatives Establish success criteria and track adherence to key operational metrics Develop standards for handling customer issues and escalation paths to ensure customer satisfaction and drive successful outcomes Drive value through higher product adoption, customer satisfaction and overall health scores Evaluate current customer needs and develop a gap remediation plan including what areas needed for improvement. Strategically view the marketplace, analyse customer data, and successfully manage the satisfaction of the current and future customer base. Collaborate with the professional services, product, engineering, marketing, and sales teams to contribute to the overall strategic direction and leadership of the organization in region Be at the forefront of driving business continuity as part of the larger global support community Work cross collaboratively in a matrixed environment What you bring to the team View ambiguity as an opportunity, and obstacles as chances to build You possess a proven ability to communicate and manage well at all levels of the organization Courage to think differently You thrive in fast-paced, dynamic environments and take an approach that gets things done, Analytical thinker; someone who thrives in the use of data to drive decisions Track record of managing enterprise class support organisations to customer success goals 7 years overall successful customer success professional services leader in a high-growth B2B software/SaaS environment Proven ability to work with organizational leadership to build consensus around strategy and tactics Demonstrated history of data-driven decision-making based upon business metrics A strong, strategic vision for customer success and direct customer interaction 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! #LifeAtPFPT #LI-PC1 If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!