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Sr. Critical Situation Manager
Proofpoint Systems, Inc. · Utah · Posted 9 days ago
Lead the most urgent Proofpoint customer escalations, from initial outage through root cause analysis, and drive cross-functional fixes that protect customer retention.
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
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This posting is sourced from Proofpoint Systems, Inc.'s own career site — applying takes you there directly.
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There are 137 open roles at Proofpoint Systems, Inc. right now. This role centers on Escalation Management, Customer Service, Database, and SaaS.
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