Critical Situations and Escalation Manager
Proofpoint
full-time
Posted on:
Location Type: Hybrid
Location: Sydney • Australia
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About the role
- 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
Requirements
- Bachelor’s 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
Benefits
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
escalation managementprocess improvementroot cause analysistechnical documentation reviewdebuggingservice level agreement evaluationcustomer servicecloud servicessoftware as a service (SaaS)project management
Soft Skills
communicationinfluencingproblem-solvingownershipconflict resolutioncross-departmental collaborationcustomer retentionanalytical thinkingindependenceleadership
Certifications
Bachelor’s DegreePMP certification