Manager, Customer Upgrades

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:

The Manager, Customer Upgrades, oversees a team of Customer Update Specialists responsible for guiding customers through the transition from legacy Crisis24 solutions to our newest platforms. The ideal candidate will provide strategic leadership in resource management and customer scheduling to achieve corporate objectives for upgrade completion within defined timeframes. Ensuring customer satisfaction and managing escalations will be critical components of this role.

What You Will Work On:

• Lead and provide oversight to a team of Customer Update Specialists, ensuring they have the resources and support needed to successfully guide customers through the upgrade process.
• Manage scheduling of customer upgrades to align with corporate goals and ensure efficient allocation of resources.
• Oversee customer interactions throughout the upgrade process, ensuring high levels of satisfaction and proactively addressing concerns.
• Serve as the escalation point for complex issues, providing guidance and resolution strategies to both internal teams and customers.
• Monitor and report on project timelines, progress, and key performance indicators to senior leadership.
• Collaborate cross-functionally with sales, product, and support teams to ensure a seamless upgrade experience.
• Identify opportunities for upselling additional services or solutions during the upgrade process and work with the sales team to capitalize on these opportunities.
• Drive continuous process improvements to enhance efficiency, customer experience, and overall upgrade success rates.

What You Will Bring:

• Bachelor's degree in Business Administration, Project Management, Information Technology, or a related field.
• 5+ years of experience in customer success, project management, or implementation roles, with at least 2 years in a leadership capacity.
• Proven track record of managing teams responsible for customer upgrades, migrations, or implementations.
• Strong project management skills, including the ability to manage multiple projects simultaneously.
• Excellent interpersonal and communication skills, with a customer-first mindset.
• Ability to analyze data and make data-driven decisions to optimize resource allocation and project timelines.
• Experience with CRM and project management tools such as Salesforce, JIRA, or similar platforms.
• Strong problem-solving skills and the ability to work in a fast-paced, dynamic environment.
• Familiarity with cloud-based solutions and SaaS platforms.

Preferred Qualifications:

• PMP or similar project management certification.

Experience in the mass notifications, security or risk intelligence industry

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.