Director, Global Critical Situation Manager

DirectorGlobalCritical SituationManagementand Incident Response

Customer Success and operational excellencearevital to Proofpointslong-termgrowth and profitability.Ultimately Proofpointssuccess is dependent on the success of its customers. The business must ensure its customersare receivingsignificant value from both its products and services. As such Proofpoint needsa senior leader to drivesuccess for its customers executing against the organizations broader customer success strategy.

The Director ofthe GlobalCritical Situation Managementteamis a senior leader responsible for driving world class customer support outcomes leading the organizations most urgent customer escalations and ensuring that customers achieve maximum value from Proofpoints products and services.

This role blends operational leadership of global technical support with the strategiccustomer advocacy drivenfunctions of critical incident command. The Director will oversee break/fix support delivery manage critical customer situations from initiation through resolution and postmortem strengthencross functionalalignment and drive continuous improvement across peopleprocess and technology.

Key Responsibilities

Customer Success Support Delivery Leadership

• Execute a comprehensiveCritical Situation managementand customer success strategy including hiring onboarding performance standards and operational plans.

• Define success criteria and track adherence to key operational metricsfor escalations

• Develop standards for handling customer incidents escalation paths and communication frameworks that drive successful outcomes.

• Improve customer satisfaction and overall customer health across the lifecycle.

• Evaluate customer needsidentifygaps and drive initiatives that strengthen customer value realization.

• Collaboratecross functionallywithTechnical Account ManagementProfessional Services ProductandEngineering to support customer success.

• Promote business continuity and operational excellence across the global support community.

• Lead effectively in a matrixedcross functionalenvironment.

Critical Situation Management & Escalation Leadership

• Serve as the executive escalation point for the most urgent and complex customer situations.

• Leadcross functionaltriage and resolution efforts coordinating Support Engineering Product Security and Operations.

• Provide cleartimelycustomer facingstatus updates and internal reporting during critical incidents.

• Manage SEV0escalations frominitialdetection through root cause analysis andpost incidentreview.

• Conductpost escalationanalysis and authorcustomer facingcause analysis documents.

• Evaluate customer requests related to SLA violations and ensureappropriate internalreview.

• Leadcross departmentalprocess improvements to maximize customer retention and reduce repeat escalations.

• Participate in the 247on callrotation as needed.

Strategic & Operational Excellence

• Use customer data operational metrics and market insights toidentifytrends and drive continuous improvementwith product and engineering teams.

• Partner with business and technical leaders to build consensus on strategy prioritization andprocessevolution.

• Identifysystemic issues andleadcorrective action efforts across departments.

• Provide leadership in documentation quality reviews ensuring technical guides troubleshooting content and internal training areaccurateand effective.

• Drive improvements within the broader Services organization influencing processes across teams.

What You Will Accomplish

• Navigate ambiguity with confidence and treat obstacles as opportunities to innovate.

• Communicate effectively with stakeholders at all organizational levels including executives and customers.

• Demonstrate the courage to think differently and challenge existing assumptions.

• Lead with urgency infast paced dynamic environments; drive accountability andfollow through.

• Apply analytical thinking anddata drivendecision makingto improve support outcomes and customer loyalty.

Qualifications

• 7 years of customer support customer success or professional services leadership in a B2B SaaS environment.

• Proventrack recordmanagingenterprise classsupport organizations to customer success goals (CSAT NPS etc.).

• 7 years of experience in escalation or incident management roles withdemonstratedsuccess resolving complexhigh impactissues.

• Strong business and management acumen with experience influencing senior leadership.

• Bachelors degree or equivalent experience.

• Strong technicalproficiency including:

• Broad understanding of cybersecurity as it relates to email security enterprise archivingdataand application security

• Understanding of databases and SaaS architecture

• Linuxcommand linecompetence

• Skilledcommunicatorandinfluencerwith customers executives and internal teams.

• Experience with Salesforce Service Cloud or similar support systems.

• Ability to independently troubleshoot complex system environments with multiple configurations and protocols.

• Project Managementexperience:PMP certification is a plus.

Why Proofpoint

Proofpoint is afast growingcustomer focusedorganization withmarket leadingproducts and a culture grounded in innovation collaboration and appreciation. As a global company with offices in over 10 countries we believe that hiring exceptional peopleand treating them wellis the foundation of our success. Joining the team means contributing to an environment that values diverse perspectives and empowers employees to make an impact.

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