Senior Incident Commander: Critical Escalations

Proofpoint; Provo (UT); On-site; USD 84,000 - 131,000; Full time

Benefits offered by this job

Flexible work environment

Wellbeing days

Volunteer days

Work from Anywhere option

Job summary

Proofpoint seeks a Sr. Critical Situation Manager to lead urgent customer problem resolution for products and services. You will serve as the primary customer contact from problem identification through post-mortem analysis, coordinating across Customer Service, Professional Services, Product and Engineering.

You’ll drive improvements in processes, reporting, and cross-functional collaboration while supporting executives and customers in high-pressure situations. Bachelor's degree required.

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.

Responsibilities

• 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.

Skills

AI tools

Escalation management

Customer-facing experience

Database & SaaS

Executive communication

Salesforce Service Cloud

Project coordination

Education

Bachelor's Degree or equivalent

Tools

Linux command line

Salesforce Service Cloud

Job description

Proofpoint seeks a Sr. Critical Situation Manager to lead urgent customer problem resolution for products and services. You will serve as the primary customer contact from problem identification through post-mortem analysis, coordinating across Customer Service, Professional Services, Product and Engineering.

You’ll drive improvements in processes, reporting, and cross-functional collaboration while supporting executives and customers in high-pressure situations. Bachelor's degree required.