Critical Situation Manager

Location UK / Northern Ireland

Job Type Permanent full-time

Salary Not disclosed

Updated 4 days ago

Reference 1440955

 Job Description

Proofpoint are hiring an experienced Critical Situation Manager responsible for managing the most urgent customer problems involving Proofpoint products and services.


The Role

As a member of the Global Support Organization, the 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 Critical Situation Manager also acts as a customer advocate to help drive improvements in all aspects of PPS business, including Customer Service, Professional Services, Product and Engineering.

Your day-to-day

  • Act as an Escalation point for critical customer situations
  • 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 cause analysis document
  • Evaluate customer request for service level agreement violations
  • Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
  • Participate in on-call managerial support 24×7 rotation as assigned 

What you bring to the team

  • Bachelor’s Degree or relevant work experience
  • Extensive customer service experience with escalation management background
  • Complete competence working in Linux command line environments
  • Good understanding of Database and SaaS applications
  • Highly proficient in written and spoken business English
  • An accomplished communicator and influencer, able to work with customers, users, senior level management, sales and peers
  • Strong knowledge of Salesforce service cloud-based system
  • Strong business and management acumen
  • Possess the ability to resolve issues and conflicts, as well as be able to take ownership in challenging situations
  • Strong ability to independently debug broad, complex system environments involving multiple configurations and protocols
  • Knowledge of email privacy/protection, cloud services, software as a service (SaaS) is preferred
  • Project Management experience, PMP certification is a plus
  • Additional language skills (French, Italian or Spanish) besides English are considered as a plus