Manager, Customer Implementation Services

About the position

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.

Responsibilities

• 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.
• 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.
• Provide clients with the best practices and guidance on how to optimize the use of the software to meet their business needs.
• Proactively monitor the progress of the tasks and address any roadblocks or concerns that may impact client satisfaction.
• Maintain clear and consistent communication with clients, keeping them informed of all tasks and deliverables.
• 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.

Requirements

• 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.
• 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.

Nice-to-haves

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