Sr. Critical Situation Manager

About Us:

Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple: safeguard the digital world and empower people to work securely and confidently. 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

The Role

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 sure • 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

• Bachelor’s Degree or equivalent

• Strong familiarity with AI tools to help analyze escalated situations and create internal and customer-facing reporting

• A minimum of 7 years in customer-facing technology roles with escalation management background

• Basic familiarity with Linux command line environments

• Solid understanding of Database and SaaS applications

• Highly proficient in written and spoken business English

• An accomplished communicator and influencer, able to thrive in high pressure situations working with customers, users, senior level management, sales and peers

• Comfortable interacting with executives (customer and internal)

• Proven success coordinating solutions across multiple cross-functional teams

• Working knowledge of Salesforce service cloud based systems • Strong business and management acumen

• Possess the ability to resolve issues and conflicts, as well as be able to take ownership in challenging situations

• Ability to maintain a calm and professional demeanor in the face of high-pressure, intense escalations

• Knowledge of email privacy/protection, cloud services, software as a service (SaaS) is preferred

• Project Management experience, PMP certification is a plus

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

• Career success on your terms

• Flexible work environment

• Annual wellness and community outreach days

• Always on recognition for your contributions

• Global collaboration and networking opportu