Critical Situations and Escalation 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 Fortunelarge 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 youll 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 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.

This role will be based in Singapore.

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

• Bachelors Degree or equivalent
• A minimum of 7 years customer service experience with an escalation management background
• 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

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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 youll 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 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 .

How to Apply

Interested Submit your application along with any supporting information- we cant wait to hear from you!