Manager, Customer Implementation Services

Atlanta, GA, USA Req #11535

About Crisis24

Crisis24, a GardaWorld company, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, serving the world's most influential people, disruptive brands, and prominent organizations. Championed by our advanced Global Operation Centers and our skilled team of intelligence analysts, we offer highly specialized services, security and consulting, with the technology and AI to power it all across the globe.

At Crisis24, we go beyond mere employment; we pave the way to a realm where your skills become instrumental in shaping global security, guiding clients through a multifaceted and challenging landscape. Your journey with us will be deeply fulfilling, driven by a powerful sense of purpose and accomplishment. Within our thriving environment, you'll discover abundant chances for both personal and career advancement. Seize this moment to push your limits, broaden your expertise, and elevate your professional journey to unprecedented levels. Join the Crisis24 team today and be a part of something extraordinary where growth and impact converge.

Preferred location: Annapolis MD or Atlanta GA

What You Will Work On

The Managed Services Specialist will be responsible for performing system administration tasks in Crisis24 customer accounts on behalf of the customer’s administrator(s). This person will be the primary contact for customers for the management and completion of Managed Service offerings included in their agreement.

The Managed Services Specialist will complete both regular tasks and on-request tasks for those customers under the direction of the Vice President, Professional Services, following standard processes for each task. Those processes will detail how customers will request work and provide input, the procedures to be used to accomplish a task, and the process for reporting task completions and any other needed information back to the customer.

What You Will Bring

Client Relationship Management:

• Build and maintain strong, long-term relationships with clients, ensuring their ongoing satisfaction and success with our SaaS products.
• Serve as the primary point of contact for clients during the assignment of Managed Services, providing clear communication and managing expectations.
• Understand the client’s business use cases and goals to successfully perform the tasks.

Product Knowledge:

• Ability to provide a detailed-level overview and configuration of all features & functionalities on all product offerings.

Implementation Process Management:

• Efficiently complete all ongoing and on-request Managed Services tasks for assigned customers according to defined processes for each task, including status and results reporting to customers on those tasks.
• Coordinate with cross-functional teams (e.g., product, technical support, engineering) as needed.
• Define and manage project tasks and deliverables.
• Set proper expectations with clients regarding timelines and deliverables.

Best Practices & Guidance:

• Provide clients with the best practices and guidance on how to optimize the use of the software to meet their business needs.

Customer Satisfaction & Retention:

• Proactively monitor the progress of the tasks and address any roadblocks or concerns that may impact client satisfaction.
• Provide ongoing support.

Communication & Reporting:

• Maintain clear and consistent communication with clients, keeping them informed of all tasks and deliverables.

Collaboration & Cross-functional Support:

• Provide feedback from clients to internal teams to contribute to product improvements and feature requests.
• Serve as a liaison between the client and technical teams to ensure that client needs are understood and met.

What You Will Bring

1+ years working with a business-oriented SaaS solution provided by a technology services company, utilizing that product daily as an administrative/SME user. Proven track record of managing client relationships.

Technical Proficiency:

• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Teams).
• Experience using Client Relationship Management (CRM) tools (e.g., Salesforce, Certinia) to track client interactions.
• Familiarity with project management tools like JIRA for tracking tasks, issues, and communication.
• Experience learning new SaaS solutions and capabilities at the level of a power user.

Client-Centric Skills:

• Strong client-facing communication skills, with the ability to set proper expectations and manage client needs.
• Exceptional communication skills (both written and verbal) and interpersonal skills, judgment, patience, and positive demeanor.

Problem-Solving & Critical Thinking:

• Strong problem-solving skills and the ability to proactively resolve issues.
• Perform well under pressure and handle multiple priorities in a fast-moving, dynamic environment.

Preferred Qualifications:

Experience working in a client-facing role in the SaaS industry.

Education: Bachelor’s degree in business, Information Technology, or a related field (or equivalent experience).

Excellent organizational skills and attention to detail.

Experience working SaaS implementations.

Who We Are Looking For

The Manager of Customer Implementation Services oversees a team within Crisis24 that delivers implementation services for customers adding solutions from the Crisis24 solutions suite. This includes project management services for all Custom Solutions projects and provides detailed and documented customer use cases and requirements for the Product team.

In addition, the Manager also leads the discussion on the scope for any work effort (Statement of Work for implementation and professional services) for customers. The SOW includes technical requirements, along with all SOW language to ensure a complete contractual document for the customer.

We are passionate about developing our people and culture. The Manager, Implementations leads by example, develops each individual team member, and coordinates personnel and resources required to successfully complete projects.

What You Will Work On

• Build deep customer relationships to understand their needs both from a use case and technical perspective.
• Serve as liaison between technical and non-technical teams, across internal teams, as well as in customer and vendor/subcontractor organizations, to ensure all project targets and requirements are met.
• Coordinate activities and tasks among project team members, other internal departments and customer or vendor/subcontractor organizations as needed to meet project goals and ensure project completion is on schedule, within budget constraints, and of the appropriate quality standards for the project scope.
• Develop project