Critical Situation Manager

at  Proofpoint

It’s fun to work in a company where people truly BELIEVE in what they’re doing!
We’re committed to bringing passion and customer focus to the business.
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 devoted to helping our customers protect their greatest assets and biggest security risk: their people. That’s why we’re 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 customer experience including Customer Service, Professional Services, Product Management, 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.
• 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.
• Lead cross-departmental process improvement to maximize customer retention.
• Drive process improvement as part of the overall customer office group.
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.

What you bring to the team

• Extensive customer service experience with escalation management background.
• Possess the ability to resolve issues and conflicts, as well as be able to take ownership in challenging situations.
• Strong problem-solving approach.
• Ability to build a holistic view on issue(s), zoom in into critical problems and build up an action plan.
• 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.
• Experience working in Linux command line environments.
• Good understanding of Database and SaaS applications.
• Strong knowledge of Salesforce service cloud-based system.
• Strong business and management acumen.
• Ability to independently debug broad, complex system environments involving multiple configurations and protocols is advantageous.
• Knowledge of email privacy/protection, cloud services, software as a service (SaaS) is preferred.
• Project Management experience, PMP certification is a plus.
• Bachelor’s Degree or relevant work experience.
• Additional language skills (French, German, Italian or Spanish) besides English are considered as a plus.

Why Proofpoint
Protecting people is at the heart of our award-winning cybersecurity solutions, and the people who work here are the key to our success. We’re a customer-focused and driven-to-win organisation with leading-edge products. We are an inclusive, diverse, multinational company that believes in culture fit, but more importantly ‘culture-add’, and we strongly encourage people from all walks of life to apply.
We believe in hiring the best and the brightest to help cultivate our culture of collaboration and appreciation. Apply today and explore your future at Proofpoint! #LifeAtProofpoint #
If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us

Please refer the Job description for details