Critical Situation Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $107.1k - $154k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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Abnormal Security

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🔒 Cybersecurity

Cybersecurity

Abnormal Security is a provider of cloud-native email security solutions that specializes in preventing a wide array of cyber threats. The company focuses on protecting businesses from attacks such as phishing, malware, ransomware, and social engineering, ensuring total protection for corporate email systems. Their offerings include business email security, phishing detection, and securing against account takeovers, making them a leader in the computer and network security space.

📋 Description

• Serve as the customer-facing owner for high-stakes technical situations where customer confidence in the platform needs to be restored • Assess incoming situations and determine the appropriate response level • Coordinate with R&D and technical teams to investigate customer-reported concerns • Translate customer feedback into precise, actionable investigation requests • Translate technical findings into clear, credible communications for customer stakeholders, including executives • Own engagements from investigation through resolution and formal customer close-out • Set and manage customer timeline expectations and maintain communication • Track engagement outcomes and findings to identify recurring themes and inform product and process improvements • Build and drive the Critical Situation Management process and create playbooks for common scenarios

🎯 Requirements

• 5–7 years of customer-facing experience in a technical role such as TAM, SE, Support, or related enterprise SaaS roles, with a proven track record managing escalations • Technical fluency in Abnormal's detection architecture and investigation tooling • Demonstrated success leading de-escalations for complex, strategic customers • Strong judgment in assessing the appropriate response level to customer concerns • Strong understanding of customer lifecycle, support workflows, and escalation management best practices • Excellent verbal and written communication skills, including executive-level communication • Ability to own complex, multi-week engagements through resolution • Strong organizational skills and ability to prioritize multiple high-stakes issues simultaneously • Ability to build cross-functional trust with technical teams outside the direct reporting line • Empathy-driven, customer-first orientation with a bias for action • Experience in Cybersecurity is required

🏖️ Benefits

• Bonus or incentive compensation eligibility • Equity eligibility • Comprehensive benefits package