[Hiring] Sr. Critical Situation Manager @Proofpoint

Role Description

As a member of the Global Critical Situation Management Organization, the Sr. Critical Situation Manager is assigned to help manage the most urgent customer problems involving Proofpoint products and services. This person serves as the communication focal point for the customer and oversees all resolution efforts from the initial problem identification to post-mortem analysis.

The Sr. Critical Situation Manager also acts as a customer advocate to help drive improvements in all aspects of business, including Customer Service, Professional Services, Product and Engineering.

Your day-to-day

• Lead high-severity customer incidents (major system outages) and/or executive escalations
• Leverage the internal, cross-functional community to drive critical situations to resolution
• Provide customer facing updates and internal reporting
• Lead cross-departmental process improvement to maximize customer retention
• Drive process improvement as part of the overall Services group
• Provide post-escalation analysis reporting that will capture and help drive process improvements throughout the organization
• Coordinate and research incident root cause and generate customer facing root cause analysis documents
• Evaluate customer requests for service level agreement violations
• Participate in on-call support 24x7 rotation as assigned

Qualifications

• Proficient in using AI tools to help analyse escalated situations and create internal and customer-facing reporting
• Extensive experience in customer-facing technology roles with escalation management background
• Solid understanding of Database and SaaS applications
• Basic familiarity with Linux command line environments
• An accomplished communicator and influencer, able to thrive in high pressure situations working with customers, users, senior level management, sales and peers
• Comfortable interacting with executives (customer and internal)
• Proven success coordinating solutions across multiple cross-functional teams
• Working knowledge of Salesforce service cloud-based systems
• Strong business and management acumen
• Possess the ability to resolve issues and conflicts, as well as be able to take ownership in challenging situations
• Ability to maintain a calm and professional demeanour in the face of high-pressure, intense escalations
• Knowledge of email privacy/protection, cloud services, software as a service (SaaS) is preferred
• Project Management experience, PMP certification is a plus
• Language fluency in written and spoken English
• Bachelor’s Degree or equivalent

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