About Us:
We are the leader in human-centric cybersecurity. Half a million customers, including 87 of the Fortune 100, rely on Proofpoint to protect their organizations. We’re driven by a mission to stay ahead of bad actors and safeguard the digital world. 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.
Position: Critical Situation Manager - Data Security Products
Corporate Overview
Proofpoint is a leading cybersecurity company protecting organizations’ greatest assets and biggest risks: vulnerabilities in people. With an integrated suite of cloud-based solutions, Proofpoint helps companies around the world stop targeted threats, safeguard their data, and make their users more resilient against cyber-attacks. Leading organizations of all sizes, including more than half of the Fortune 1000, rely on Proofpoint for people-centric security and compliance solutions mitigating their most critical risks across email, the cloud, social media, and the web.
We are singularly committed to helping our customers protect their greatest assets and biggest security risk: their people. That is why we are a leader in next-generation cybersecurity.
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 the business, including Customer Service, Professional Services, Product and Engineering.

Your day-to-day

• 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 support 24x7 rotation as assigned

What you bring to the team

• Bachelor’s Degree or equivalent
• A minimum of 7+ years’ customer service experience with an escalation management background
• 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 Data/email protection, cloud services, software as a service (SaaS) is preferred
• Project Management experience, PMP certification is a plus

Why Proofpoint
As a customer focused and driven-to-win organization with leading edge products, there are many exciting reasons to join the Proofpoint team. We believe in hiring the best the brightest and cultivating a culture of collaboration and appreciation. As we continue to grow and expand globally, we understand that hiring the right people and treating them well is key to our success! We are a multi-national company with locations in 10 countries, with each location contributing to Proofpoint’s amazing culture!

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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
• Learning & Development: We are committed to the growth and development of our team members, offering a range of programs including leadership and professional development workshops, stretch project assignments, and mentoring opportunities to help employees reach their full potential.
• Flexible work environment: [Remote options, hybrid schedules, flexible hours, etc.].
• 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
accessibility@proofpoint.com
. How to Apply Interested? Submit your application here
https://www.proofpoint.com/us/company/careers
. We can’t wait to hear from you!

Please refer the Job description for details