Abnormal
Critical Situation Manager
Remote (Worldwide)RemotePosted Today$107,100 – $154,000
Full TimeRemote
See how this job matches your profile
Sign in for an AI-powered fit score, breakdown, and a tailored resume.
Job Description
The Critical Situation Manager owns the customer-facing response when a customer's trust in the platform has been shaken by a significant efficacy or product concern. This role engages when a customer
Key Highlights
- Serve as the customer-facing owner 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 clear 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 clear, credible communication for customer stakeholders, up to and including executive audiences.
- Own the full arc of each engagement following the initial assignment, from investigation through resolution, and a formal close-out with the customer.
Qualifications
Required Qualifications
- 5-7 years of customer-facing experience in a technical role (TAM, SE, Support, or related enterprise SaaS roles) with a proven track record in managing escalations
- Sufficient technical fluency in Abnormal's detection architecture and investigation tooling to engage credibly with both R&D and customers without a technical translator.
- Demonstrated success in leading de-escalations for complex, 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 complex, multi-week engagements through to resolution, not just leading an initial call.
- 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 outside your direct reporting line.
- Empathy-driven, customer-first orientation with a bias for action
- Experience in Cybersecurity is required
About the Company
Abnormal
View company profile →
Interested in this role?
Sign in or create a free account to see how this job matches your skills, apply with one click, and let our AI tailor your resume.
Sign in to applyAI-powered resume optimization
Save and track your applications
Job Details
Employment Type
Full Time
Salary Range
$107,100 – $154,000
Location
Remote (Worldwide)
Work Mode
Remote
Posted
Today