Critical Situation Manager – Data Security Products
| Company | Proofpoint |
|---|---|
| Location | Toronto, ON, Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Bachelor’s Degree or equivalent
- A minimum of 7+ years’ customer service experience with an escalation management background
- Highly proficient in written and spoken business English
- 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
Responsibilities
- 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 24×7 rotation as assigned
Preferred Qualifications
- Knowledge of Data/email protection, cloud services, software as a service (SaaS) is preferred
- Project Management experience, PMP certification is a plus