Sr. Critical Situation Manager

Proofpoint; Provo (UT); Presencial; USD 84.000 - 131.000; Tempo integral

Benefícios oferecidos por esta vaga

Flexible work environment

Wellbeing days

Volunteer days

Work from Anywhere option

Resumo da vaga

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

AI tools

Escalation management

Customer-facing experience

Database & SaaS

Executive communication

Salesforce Service Cloud

Project coordination

Formação

Bachelor's Degree or equivalent

Ferramentas

Linux command line

Salesforce Service Cloud

Descrição da vaga

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 Fortune 100, 10,000 large 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 you'll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values:Bold in how we dream and innovateResponsive to feedback, challenges and opportunitiesAccountable for results and best in class outcomesVisionary in future focused problem-solvingExceptional in execution and impact

The Role

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

What you bring to the team

• 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

Why Proofpoint?

At Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons you'll 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 .

Consistent with Proofpoint values and applicable law, we provide the following information to promote pay transparency and equity. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets as set out below. Pay within these ranges varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. The range provided may represent a candidate range and may not reflect the full range for an individual tenured employee. This role may be eligible for variable compensation and/or equity. We offer a competitive benefits package, including flexible time off, a comprehensive well-being program with two paid Wellbeing Days and two paid Volunteer Days per year, plus a three-week Work from Anywhere option.

Base Pay Ranges:SF Bay Area, New York City Metro Area: Base Pay Range: 111,300.00 - 174,900.00 USDCalifornia (excludes SF Bay Area), Colorado, Connecticut, Illinois, Washington DC Metro, Maryland, Massachusetts, New Jersey, Texas, Washington, Virginia, and Alaska: Base Pay Range: 93,300.00 - 146,630.00 USDAll other cities and states excluding those listed above: Base Pay Range: 83,600.00 - 131,340.00 USD