Director, Global Critical Situation Manager
$137k/y-$275k/y
Proofpoint3 days ago
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OnsiteFull-timeSenior
Summary
Proofpoint is seeking a Director, Global Critical Situation Manager to join their team in Pittsburgh, PA. The role involves leading customer success initiatives and managing critical customer situations to ensure maximum value from Proofpoint's products and services.
About the Role
As the Director of Global Critical Situation Management, you will be responsible for driving world-class customer support outcomes, leading urgent customer escalations, and overseeing break/fix support delivery. You will execute a comprehensive customer success strategy, define success criteria, improve customer satisfaction, and collaborate cross-functionally to promote operational excellence. Additionally, you will serve as the executive escalation point for complex customer situations and lead efforts to drive continuous improvement across departments.
About You
Required:
- 7+ years of customer support, customer success, or professional services leadership in a B2B SaaS environment.
- Proven track record managing enterprise class support organizations to customer success goals (CSAT, NPS, etc.).
- 7+ years of experience in escalation or incident management roles with demonstrated success resolving complex, high impact issues.
- Strong business and management acumen with experience influencing senior leadership.
- Bachelor’s degree or equivalent experience.
- Strong technical proficiency, including understanding of cybersecurity, databases, and SaaS architecture.
Preferred:
- Experience with Salesforce Service Cloud or similar support systems.
- Project Management experience; PMP certification is a plus.
- Linux command line competence.
Benefits
- Competitive compensation.
- Comprehensive benefits package.
- Flexible work environment.
- Annual wellness and community outreach days.
- Always on recognition for contributions.
- Global collaboration and networking opportunities.
Proofpoint
We provide the most effective cybersecurity and compliance solutions to protect people on every channel including email, the web, the cloud, and social media.
Pittsburgh, PA