Sr. Critical Situation Manager
Core
Manage high-severity customer incidents and executive escalations for Proofpoint's cybersecurity products, acting as the primary communication focal point and driving resolution across cross-functional teams.
Role type
Senior Critical Situation Manager (Customer Success/Incident Response)
Builds
Customer trust and retention through effective crisis management and post-incident process improvements
Domain
Cybersecurity / SaaS / Cloud Services
Deliverable
client delivery
Required skills
Escalation management, cross-functional coordination, executive communication, root cause analysis, incident reporting, conflict resolution, process improvement, Salesforce Service Cloud proficiency, Linux command line familiarity, database and SaaS application understanding
Preferred skills
Email privacy/protection knowledge, cloud services expertise, PMP certification
Technologies
Salesforce Service Cloud, Linux, SaaS platforms, Database systems
Responsibilities
Lead high-severity customer incidents and executive escalations; Provide customer-facing updates and internal reporting; Coordinate cross-departmental process improvements; Generate root cause analysis documents; Evaluate service level agreement violations; Participate in 24x7 on-call rotation
Seniority
Senior, hands-on IC with strategic influence
