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 innovateResponsive to feedback, challenges and opportunitiesAccountable for results and best in class outcomesVisionary in future focused problem-solvingExceptional in execution and impactThe 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-dayLead high-severity customer incidents (major system outages) and/or executive escalationsLeverage the internal, cross-functional community to drive critical situations to resolutionProvide customer facing updates and internal reportingLead cross-departmental process improvement to maximize customer retentionDrive process improvement as part of the overall Services groupProvide post-escalation analysis reporting that will capture and help drive process improvements throughout the organizationCoordinate and research incident root cause and generate customer facing root cause analysis documentsEvaluate customer requests for service level agreement violationsParticipate in on-call support 24x7 rotation as assignedWhat you bring to the teamProficient in using AI tools to help analyse escalated situations and create internal and customer-facing reportingExtensive experience in customer-facing technology roles with escalation management backgroundSolid understanding of Database and SaaS applicationsBasic familiarity with Linux command line environmentsAn accomplished communicator and influencer, able to thrive in high pressure situations working with customers, users, senior level management, sales and peersComfortable interacting with executives (customer and internal)Proven success coordinating solutions across multiple cross-functional teamsWorking knowledge of Salesforce service cloud-based systemsStrong business and management acumenPossess the ability to resolve issues and conflicts, as well as be able to take ownership in challenging situationsAbility to maintain a calm and professional demeanour in the face of high-pressure, intense escalationsKnowledge of email privacy/protection, cloud services, software as a service (SaaS) is preferredProject Management experience, PMP certification is a plusLanguage fluency in written and spoken EnglishBachelor’s Degree or equivalent#LI-CB1Why 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 compensationComprehensive benefitsCareer success on your termsFlexible work environmentAnnual wellness and community outreach daysAlways on recognition for your contributionsGlobal 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 ApplyInterested? Submit your application along with any supporting information- we can’t wait to hear from you!
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