Director leading Global Trade practice at Grant Thornton, overseeing advisor engagements and driving market growth. Collaborating with executives to navigate regulatory challenges in multinational settings.
About the role
- Director responsible for global critical situation management and customer success at Proofpoint. Handling urgent customer escalations and driving operational excellence in cybersecurity support.
Responsibilities
- Execute a comprehensive Critical Situation management and customer success strategy, including hiring, onboarding, performance standards, and operational plans.
- Define success criteria and track adherence to key operational metrics for 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 needs, identify gaps, and drive initiatives that strengthen customer value realization.
- Collaborate cross functionally with Technical Account Management, Professional Services, Product and Engineering to support customer success.
- Promote business continuity and operational excellence across the global support community.
- Serve as the executive escalation point for the most urgent and complex customer situations.
- Lead cross functional triage and resolution efforts, coordinating Support, Engineering, Product, Security, and Operations.
- Provide clear, timely, customer facing status updates and internal reporting during critical incidents.
- Manage SEV 0 escalations from initial detection through root cause analysis and post incident review.
- Conduct post escalation analysis and author customer facing cause analysis documents.
- Evaluate customer requests related to SLA violations and ensure appropriate internal review.
- Lead cross departmental process improvements to maximize customer retention and reduce repeat escalations.
- Participate in the 24×7 on call rotation as needed.
- Use customer data, operational metrics, and market insights to identify trends and drive continuous improvement with product and engineering teams.
- Partner with business and technical leaders to build consensus on strategy, prioritization, and process evolution.
- Identify systemic issues and lead corrective action efforts across departments.
- Provide leadership in documentation quality reviews, ensuring technical guides, troubleshooting content, and internal training are accurate and effective.
- Drive improvements within the broader Services organization, influencing processes across teams.
Requirements
- 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:
- - Broad understanding of cybersecurity as it relates to email security, enterprise archiving, data and application security.
- - Understanding of databases and SaaS architecture.
- - Linux command line competence.
- Skilled communicator and influencer with 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 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
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