Manager, Customer Upgrades

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 impr...