Critical Situation Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for customers in high-stakes technical scenarios where trust in the platform must be reestablished.

• Evaluate incoming situations to determine the necessary response level.

• Collaborate with R&D and technical teams to explore customer-reported issues.

• Convert customer feedback into specific, actionable investigation requests.

• Communicate technical findings in a clear and credible manner to customer stakeholders, including executives.

• Manage engagements from the investigation phase through to resolution and formal closure with the customer.

• Establish and manage customer timeline expectations while maintaining ongoing communication.

• Monitor engagement outcomes and findings to pinpoint recurring themes and inform product and process enhancements.

• Develop and lead the Critical Situation Management process and create playbooks for frequently encountered scenarios.

⛳️ Requirements

• 5–7 years of experience in customer-facing technical roles such as TAM, SE, Support, or similar enterprise SaaS positions, with a proven history of handling escalations.

• Technical proficiency in Abnormal's detection architecture and investigation tools.

• Proven success in leading de-escalations for complex, strategic clients.

• Strong judgment in evaluating the appropriate response level to customer issues.

• Comprehensive understanding of customer lifecycle, support workflows, and best practices in escalation management.

• Excellent verbal and written communication abilities, including proficiency in executive-level communication.

• Capability to manage intricate, multi-week engagements through to resolution.

• Strong organizational skills and the ability to prioritize multiple critical issues simultaneously.

• Ability to foster cross-functional trust with technical teams outside of the direct reporting structure.

• Customer-first mindset driven by empathy, with a proactive approach to action.

• Experience in Cybersecurity is essential.

🏝️ Benefits

• Eligibility for bonus or incentive compensation.

• Eligibility for equity participation.

• Comprehensive benefits package.