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Handles inbound and outbound calls, emails, case intake, triage, and customer or stakeholder inquiries for global medical and security assistance services. Opens, manages, documents, and closes cases; coordinates with medical, security, claims, and other teams; manages billing and travel assistance queries; prepares reports; follows client procedures and service-level agreements; and reports information security concerns. The role requires empathy, professionalism, multitasking, and rotating hybrid shifts.

Coordinates RFP and proposal development, including research, writing, editing, presentations, and cross-functional deliverables. Develops and standardizes GSOC training curricula, calendars, and scenario-based training for in-person and virtual audiences. Facilitates training, reports stakeholder metrics, supports procedural implementation, and assists with business development and marketing activities. Requires strong communication, organization, presentation, analytical, and multitasking skills, plus flexibility for 12-hour shifts and occasional off-hours events.

Leads the Customer Success project management office, establishing portfolio governance, delivery standards, prioritization, integrated planning, resource visibility, risk management, executive reporting, and dependency management. Directs complex cross-functional programs, builds PMO capabilities, coaches project management talent, and supports fact-based investment and sequencing decisions. The role connects strategic priorities to accountable owners, measurable outcomes, timelines, and disciplined execution across Customer Success and business partners.

Manages contract renewals for assigned client accounts, coordinating with Account Managers, Contracts, Operations, and Accounts Receivable. Updates Salesforce and agreement records, supports client inquiries and account changes, negotiates approved upsells or downgrades, conducts proactive outreach, maintains client relationships, and documents sales activities. The role also helps ensure timely invoice payment and minimizes revenue loss while providing a seamless renewal experience.

Leads financial strategy, planning, reporting, performance management, risk mitigation, and full-cycle finance operations for Crisis24’s Private Strategic Group. Advises senior leaders and clients on profitability, pricing, budgets, forecasts, and cost management. Oversees accounting, billing, contracts, payables, payroll, cash management, and compliance while developing the finance team and supporting client engagements, RFPs, QBRs, and international operations.

Coordinates operational projects, training initiatives, onboarding, documentation, SOPs, workforce development, and daily GSOC support. Tracks milestones, risks, deliverables, training progress, and competency records while facilitating meetings and communicating updates. Maintains current workflows, playbooks, and training materials; supports cross-training, process compliance, operational readiness, and continuous improvement in a 24/7 global security operations environment.

Develops AI-enabled corporate risk assessments and intelligence products covering geopolitical, economic, financial, operational, regulatory, reputational, and security risks. Analyzes large datasets, emerging threats, market-entry risks, and financial exposures; validates AI-generated outputs; produces executive briefings and forecasts; and collaborates with analysts and technology teams to improve workflows while maintaining objectivity, sourcing rigor, and quality.

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.

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.