Team Lead, Customer Upgrades

Who We Are Looking For :

The Team Lead, Customer Upgrades, oversees a team of Customer Upgrade Specialists responsible for guiding customers through the transition from legacy Crisis24 solutions to our newest platforms.

The ideal candidate will provide hands-on coaching and support to enable the team 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 a direct book of customer upgrades, 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.

What You Will Bring:


* Bachelor's degree in business administration, Project Management, Information Technology, or a related field.


* 4+ years of experience in customer success, project management, or implementation roles with 1+ years' experience as a team leader


* Strong project management skills, including the ability to manage multiple projects simultaneously.


* Excellent interpersonal and communication skills, with a customer-first mindset.


* 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.

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.