Director Technical Support, Asia Pacific Japan

Tokyo - Japan

Monthly Salary: Not Disclosed

Posted on: 7 hours ago

Vacancies: 1 Vacancy

Job Summary

About Us:

Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people data and AI agents connect across email cloud and collaboration tools. Over 80 of the Fortunelarge enterprises and millions of smaller organizations trust Proofpoint to stop threats prevent data loss and build resilience across their people and AI workflows. Our mission is simple: safeguard the digital world and empower people to work securely and confidently. Join us in our pursuit to defend data and protect people.

How We Work:

At Proofpoint youll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values:

Bold in how we dream and innovate

Responsive to feedback challenges and opportunities

Accountable for results and best in class outcomes

Visionary in future focused problem-solving

Exceptional in execution and impact

The Role

As Director Customer Support you will shape and execute the regional strategy for technical support delivering programs that optimize customer satisfaction ensure highquality service execution and enhance the customer experience across the break/fix journey. This role also ensures full alignment with global Customer Success initiatives and strategic priorities

This role will be based in Japan or Australia

Your day-to-day

Execute a comprehensive customer success strategy for the technical support organization including workforce planning hiring onboarding operational execution and the people/process/technology investments required to deliver excellence
Define and track success criteria by establishing key operational and performance metrics
Develop standards and escalation frameworks that ensure consistent highquality handling of customer issues and drive positive customer outcomes
Improve customer value and product adoption contributing to higher satisfaction retention and overall customer health
Evaluate current customer needs identifying what is being met what is within Proofpoints control to improve and where additional focus is required
Analyze customer data and market signals to proactively manage customer satisfaction across current and future customer segments
Collaborate crossfunctionally with Professional Services Product Management Engineering Marketing and Sales to influence regional strategy and organizational alignment
Support global business continuity efforts as an active member of the broader support leadership community
Operate effectively in a matrixed environment building strong partnerships across regions and functions

What you bring to the team

Demonstrated success leading enterpriseclass support organizations and achieving customer success outcomes (e.g. CSAT NPS customer reviews)
7 years of experience in customer success technical support or professional services leadership within a highgrowth B2B software/SaaS environment
Proven ability to partner with executive leadership to build alignment around strategy and execution plans
Strong history of datadriven decisionmaking grounded in operational and business metrics
A strategic customercentric mindset with experience in direct customer engagement and leading teams that deliver exceptional customer value

#LI-ML1

Why Proofpoint

At Proofpoint we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons youll love working with us:

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

Our Culture:

Our culture is rooted in values that inspire belonging empower purpose and drive success-every day for everyone.

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 .

How to Apply

Interested Submit your application along with any supporting information- we cant wait to hear from you!

Required Experience:

Director

About Us:Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people data and AI agents connect across email cloud and collaboration tools. Over 80 of the Fortunelarge enterprises and millions of smaller organizations trust Proofpoint to stop threats prevent data l...