Sr. Critical Situation Manager

Proofpoint; United States; Remote; USD 111,000 - 175,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Flexible work environment

Wellness and volunteer days

Recognition for contributions

Global collaboration

Job summary

Proofpoint is seeking a Sr. Critical Situation Manager to lead high-severity incidents and manage executive escalations. You will act as the customer advocate, coordinating across Customer Service, Professional Services, Product, and Engineering to drive resolutions.

You will provide timely customer updates, perform post-incident analyses, and drive cross-functional process improvements to enhance retention and outcomes in a high-pressure environment.

Qualifications

• Experience in escalation management for customer-facing technology roles.
• Strong communication with customers, leadership, and senior management.
• Solid understanding of SaaS apps and databases; can liaise with Product/Engineering.
• Bachelor’s Degree or equivalent required.

Responsibilities

• Lead high-severity customer incidents and executive escalations.
• Coordinate cross-functional teams to resolve issues and drive improvements.
• Provide customer-facing updates and internal reporting on incidents.
• Develop post-mortem analyses to capture root causes and prevent recurrence.
• Participate in 24x7 on-call rotation as assigned.

Skills

Escalation management

Executive communication

SaaS knowledge

Linux CLI

Cross-functional teams

English fluency

Project management

Adaptability under pressure

Education

Bachelor’s Degree or equivalent

Tools

Salesforce Service Cloud

Linux command line

AI tools

Job description

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 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 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

#LI-JK1

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 [e-mail].

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 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 USD

California (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 USD

All other cities and states excluding those listed above:

Base Pay Range: 83,600.00 - 131,340.00 USD