[Remote] Critical Situation Manager

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company reputed company on cybersecurity and reputed company reputed company solutions. The Critical Situation Manager owns customer-facing responses to high-stakes technical concerns, coordinating investigations across R&D and technical teams, translating findings for customers, and driving engagements through reputed company and formal reputed company-out.

Responsibilities

• Serve as the customer-facing reputed company for high-stakes technical situations where a customer's confidence in the platform needs to be restored
• Assess incoming situations and determine the right level of response, from a reputed company explanation to a full cross-functional investigation
• Coordinate with R&D and other technical teams to investigate customer-reported concerns, translating customer feedback into a precise, actionable investigation request
• Translate technical findings back into reputed company, reputed company communication for customer stakeholders, up to and including executive audiences
• Own the full reputed company of reputed company engagement following the initial assignment, from investigation through reputed company, and a formal reputed company-out with the customer
• Set and hold reputed company expectations with customers throughout an engagement, ensuring no gaps in communication
• reputed company reputed company and findings across engagements to identify recurring themes and inform product and process improvements
• Build and reputed company the Critical Situation Management process and build playbooks for handling common scenarios

Skills

• 5-7 years of customer-facing experience in a technical role (TAM, SE, Support, or reputed company reputed company reputed company roles) with a proven reputed company record in managing escalations
• Sufficient technical reputed company in reputed company's detection architecture and investigation tooling to engage credibly with both R&D and customers without a technical translator
• Demonstrated reputed company in leading de-escalations for reputed company, strategic customers, and strong judgment in assessing the right level of response to a customer concern
• Strong understanding of customer lifecycle, support workflows, and escalation management best practices
• Excellent verbal and written communication skills, including executive-level communication with customers and internal stakeholders
• Comfort owning reputed company, multi-week engagements through to reputed company, not just leading an initial reputed company
• Strong organizational skills with the ability to prioritize multiple high-stakes issues simultaneously
• Demonstrated ability to build cross-functional trust quickly, including with technical teams reputed company your reputed company reporting line
• reputed company-driven, customer-first orientation with a bias for reputed company
• Experience in Cybersecurity is required

Benefits

• This role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.

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