Implementation Specialist

Crisis
24 is a global, AI-enhanced provider of travel risk management, mass communications, critical event management, crisis-security consulting, personal protection solutions and global medical concierge capabilities, allowing prominent organizations, disruptive brands and influential people to operate with confidence in an uncertain world. At Crisis
24, 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 Crisis
24 team today and be a part of something extraordinary where growth and impact converge.

The Implementation Specialist role will focus onestablishingand maintaining strong relationships with clients, managing the software implementation process, and ensuring the successful rollout of our SaaS solutions. You willbe responsible for guiding clients through the implementation process, offering best practices, and ensuring long-term customer satisfaction and retention. As an Implementation Specialist, you will act as a trusted advisor to clients, helping them align our solutions with their business goals and success criteria.

Location: Annapolis, MD | Hybrid

• Build andmaintainstrong, 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 implementation phase, providing clear communication and managing expectations.
• Understand the client’s business use cases, goals, and success criteria to tailor the implementation process to their needs.

• Ability to provide high-level overviewand configuration of all basic features & functionalities for our standard product offerings.

• Manage and oversee the entire software implementation process, ensuring a smooth transition from onboarding to full deployment.
• Coordinate with cross-functional teams (e.g., product, technical support, engineering) to ensure successful and timely delivery of the solution.
• Define and manage project timelines, milestones, and deliverables.
• Set proper expectations with clients regardingtimelines, deliverables, and project milestones.
• Work closely with clients to gather requirements, define success criteria, and ensure the implementation is aligned with their business objectives.

• Provide clients with best practices and guidance on how tooptimizethe use of the software to meet their business needs.
• Proactively identify areas for optimization and improvement in the client’s implementation and usage.

• Maintain clear and consistent communication with clients, keeping them informed of project progress, changes,milestone sand deliverables.
• Leverage CRM tools to track client interactions, manage accounts, and document key information.
• Utilize JIRA to manage project tasks, track issues, and ensure clear communication between internal teams and clients.

• Work closely with sales, product, and customer support teams to ensure seamless handoffs and continuous client success.
• 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.

• 1+ years of experience in customer relationship management role.
• Proven track recordof managing customers.
• Education:
  
  Bachelor’s degree in business, Information Technology, ora related field (or equivalent experience).

• Experience using Client Relationship Management (CRM) tools (e.g., Salesforce, Certinia) to track client interactions and manage projects.
• Familiarity with…