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Provides operational and administrative support for global consulting projects and client accounts. Responsibilities include maintaining Salesforce and project records, coordinating onboarding, contracts, purchase orders, billing, expenses, subcontractors, travel, recruitment administration, and new-starter onboarding. The role follows up on outstanding actions, supports consultants and Finance, maintains accurate documentation, and improves administrative processes across international teams.

Supports technical countermeasures, executive protection, and cyber-risk security programs through field operations, incident response, readiness activities, risk assessments, workflows, vendor coordination, and leadership briefings. The role develops playbooks, policies, metrics, and operational improvements; supports training and exercises; manages stakeholder relationships; and participates in regular travel and approximately 50% after-hours or on-call coverage.

Provides first-line support to global clients through ticket queues and direct interactions. Troubleshoots Crisis24 applications and databases, resolves or escalates issues, documents resolutions, protects client information, and identifies recurring problems. Works collaboratively across departments in a 24/7 rotating shift environment, including nights, weekends, and public holidays.

Manage SaaS client implementations from onboarding through deployment, serving as the primary client contact. Gather requirements, define success criteria, coordinate cross-functional teams, manage timelines and deliverables, provide product guidance, and support long-term customer satisfaction. Track client interactions and project tasks using CRM tools and JIRA, communicate progress, resolve issues, and relay customer feedback to internal product and technical teams.

The Reconciliation Specialist creates Statements of Work, verifies completed services against contractual terms, investigates discrepancies, tracks reconciliation cases, and ensures documentation is complete and audit-ready. The role partners with Operations, Account Management, vendors, and Finance to support accurate invoicing, resolve scope or pricing issues, maintain internal financial controls, and reduce billing delays and margin leakage.

Lead end-to-end SaaS implementations from kickoff through go-live for clients in Southern Europe. Manage project plans, requirements, milestones, client communications, risk resolution, and handoffs. Support technical pre-sales through discovery, solution design, demonstrations, and proof-of-concept activities. Collaborate with Sales, Account Management, Product, and Engineering while maintaining expertise in travel risk, business continuity, and critical event management solutions. Daily client communication requires professional fluency in French, Spanish, and English.

Leads the Customer Success transformation agenda, including Voice of the Customer, future-state operating-model and process design, organizational change, enablement, adoption, and benefits realization. Partners with senior leaders, functional teams, and the PMO to translate customer insights and business priorities into measurable improvements in customer experience, retention, growth, and operational effectiveness.

Build and operate AI pipelines that detect emerging risks using structured and unstructured data. Responsibilities include managing LLM production on AWS Bedrock and OpenAI, developing and deploying machine learning systems, advancing NLP, geospatial analysis, event detection, information retrieval, and knowledge graphs, and ensuring model quality, scalability, interpretability, security, and privacy. The role also mentors data scientists, leads roadmaps, translates business goals into KPIs, and collaborates with engineering, product, and leadership teams.

Owns strategy, execution, measurement, and optimization of integrated B2B marketing campaigns across SaaS, technology, and consultative-service offerings. Develops campaign briefs, messaging, audience journeys, channel plans, KPIs, and reporting; coordinates cross-functional teams; manages workflows in Asana; analyzes funnel and pipeline performance; and improves campaign governance, demand generation, and commercial impact.

Leads Crisis24’s proposal management function across Federal, State and Local Government, and Commercial pursuits. Develops pursuit strategies, supports bid/no-bid decisions, oversees RFI/RFP/RFQ responses, improves proposal processes and content management, tracks performance metrics, and ensures customer commitments align with operational capabilities. Manages and develops proposal professionals while partnering with Sales, Operations, Legal, Finance, Product, Customer Support, and executive leadership to drive revenue growth and win rates.