Implementation Manager I

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.

More information is available at www.crisis24.garda.com

Who We Are Looking For

We are seeking a dedicated professional skilled in building strong client relationships and guiding clients through the successful implementation of OnSolve products. This role involves managing clients throughout the implementation process, ensuring a smooth rollout of OnSolve’s features and solutions. You will be responsible for fostering customer satisfaction and supporting long-term retention.

Location: Hybrid in Annapolis, MD or Alpharetta, GA or can be remote based in the US

What You Will Work On

• Oversee the installation and implementation of software, ensuring that client timelines and requirements are met.
• Test and evaluate new software to confirm ease of use and reliability for clients, identifying potential issues before rollout.
• Collaborate closely with clients to define requirements, scope installations, and suggest future enhancements.
• Schedule and deliver training sessions to equip clients with the skills to effectively use the software to meet their needs.
• Set realistic expectations with clients, address escalations with urgency, and serve as the primary point of contact during implementation.
• Understand client use cases and success criteria, offering guidance to help them achieve desired outcomes.
• Assist clients in importing and managing contact data with a working knowledge of data import methods.
• Provide a seamless transition from implementation to support teams.
• Leverage collaboration tools and foster customer-centric practices with a proactive approach.
• Maintain high organizational standards, manage multiple tasks, prioritize effectively, and communicate clearly across teams and with clients.
• Perform additional duties as assigned.

What You Will Bring

• Associate’s degree or equivalent work experience.
• At least 2 years of experience in a role emphasizing relationship-building and client support, including hands-on experience in client implementations.
• Proficiency with ticketing and CRM systems, such as Salesforce, ServiceNow, and Atlassian JIRA.
• Familiarity with visualization tools (e.g., Visio, Snag-it) and data management methods (CSV, XML, API integrations like SOAP and REST).
• Experience with TRM (Technology Resource Management) systems.
• Willingness to travel occasionally (less than 10%).
• Strong aptitude for learning and understanding various product offerings.
• Excellent written and verbal communication skills, along with strong analytical and problem-solving abilities.
• Background in daily customer engagement through phone interactions.
• Highly organized, with strong interpersonal skills and the ability to collaborate across teams.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and collaboration tools such as SharePoint and Atlassian Confluence.
• Experience with client relationship management tools like Salesforce and FinancialForce.

Information Security

Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.