Sr. Critical Situation Manager

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

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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 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

Base Pay Range

83,600.00 - 131,340.00 USD