Who We Are Looking For

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 Director, Premier Support, 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 Work On

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 processed 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 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 on a daily basis as an administrative/SME user.
• Proven track record of managing client relationships.
• 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.
• 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, judgement, patience, and positive demeanor
• 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.
• Experience working in a client-facing role in the SaaS industry preferred.
• 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.

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.