Note: The job is a remote job and is open to candidates in USA. Abnormal AI is a company focused on cybersecurity and enterprise SaaS 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 resolution and formal close-out.
Responsibilities
- 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
- Set and hold timeline expectations with customers throughout an engagement, ensuring no gaps in communication
- Track outcomes and findings across engagements to identify recurring themes and inform product and process improvements
- Build and drive 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 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
Benefits
- This role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.
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