Sr. Critical Situation Manager

Proofpoint; Utah; On-site; USD 84,000 - 131,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Career success on your terms

Flexible work environment

Annual wellness and community outreach

Always on recognition for your contrib

Global collaboration and networking

Work from Anywhere option

Job summary

Proofpoint is seeking a Sr. Critical Situation Manager in Utah to lead high-severity incidents and executive escalations. You will coordinate cross-functional teams, provide clear updates to customers, and drive post-incident analyses to prevent recurrence.

The role requires strong communication with senior management, deep SaaS and database understanding, and a calm, proactive approach to urgent issues. A Bachelor’s degree is required, PMP is a plus, and on-call rotation is expected.

Qualifications

• Extensive experience in customer-facing technology roles with escalation management.
• Proficient in using AI tools to analyze escalated situations and create reports for customers and internal teams.
• Strong communicator with executives and cross-functional partners to drive resolutions.

Responsibilities

• Lead high-severity incidents and escalations, coordinating cross-functional teams to resolution.
• Provide timely customer-facing updates and internal reports on incident status.
• Conduct post-escalation analyses to drive process improvements across the organization.
• Coordinate root cause analysis and document findings for customers.
• Support on-call rotation and ensure continuity of coverage.

Skills

AI tools for analysis

Escalation management

Customer-facing experience

Executive communication

SaaS knowledge

On-call readiness

Cross-functional teamwork

Education

Bachelor’s Degree or equivalent

Tools

Salesforce Service Cloud

Job description

Sr. Critical Situation ManagerProofpoint uses cookies on this site to improve performance, for analytics and for personalization. Please see our Cookie Policy for details and information on how to adjust your cookies settings. As a candidate for employment at Proofpoint, your personal data can be processed as described in our Privacy Policy.### Sr. Critical Situation ManagerApply: Utah: Full time: Posted Today: R14521**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].**How to Apply**Interested? Submit your application along with any supporting information- we can’t wait to hear from you!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