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Director, Customer Experience

3 months ago

Annapolis, United States Crisis24 Full time

Crisis24, a GardaWorld company, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, serving the world's most influential people, disruptive brands, and prominent organizations. Championed by our advanced Global Operation Centers and our skilled team of intelligence analysts, we offer highly specialized services, security and consulting, with the technology and AI to power it all across the globe. At Crisis24, we go beyond mere employment; we pave the way to a realm where your skills become instrumental in shaping global security, guiding clients through a multifaceted and challenging landscape. Your journey with us will be deeply fulfilling, driven by a powerful sense of purpose and accomplishment.

Within our thriving environment, you'll discover abundant chances for both personal and career advancement. Seize this moment to push your limits, broaden your expertise, and elevate your professional journey to unprecedented levels. Join the Crisis24 team today and be a part of something extraordinary where growth and impact converge.

The Director, Customer Experience is poised at the intersection of innovative technology and strategic program management. This role will partner closely with the Senior Director and Chief Analyst for Client Experience to lead development of client success initiatives for a new anticipatory-intelligence tool. The Director, Customer Experience will design and implement processes and procedures that increase client engagement on the platform and gather meaningful feedback to drive feature development. The Director, Customer Experience will focus on fortifying pilot platform user relationships and collaborate closely with Crisis24’s existing account, sales, and marketing teams to drive revenue and client satisfaction. The selected candidate will be instrumental in future feature development, tackling some of the most pressing and challenging development issues of the Dynamic Risk Library, and liaising with clients to deliver our AI-enhanced solutions in a relationship building capacity. What You Will Work On Assist the

Senior Director and Chief Analyst for Client Experience

in building deep relationships with clients and partnering with a multifaceted team of technologists and engineers to refine our platform. Build and execute a client engagement strategy that leverages the strengths of the broader team and larger organization. Engage in strategic client engagement activities supporting the SVP office, facilitating high-impact projects across the company. Contribute to the evolution of the Dynamic Risk Library by representing the voice of the client in development processes. Ensure regular interaction with clients, including by designing and scheduling product demonstrations, problem solving clinics, and user forums. Act as the key point of contact for clients, translating their needs into our product development and analytic processes. Work closely with the Chief of Operations to ensure responsive client interactions and accountability. Mentor and inspire project teams, fostering a client-focused culture of problem-solving, innovation, and excellence. Collaborate with cross-functional teams to integrate diverse data streams and client feedback into predictive models and SaaS offerings. What You Will Bring Bachelor’s degree in Communications, Business, Economics, International Relations, Political Science, or a related field; Master’s degree favored. More than 8 years of experience in intelligence and client-focused roles, with a substantial background in strategic project management. Experience working remotely and collaboratively with minimal or ambiguous guidance. [SF1] Experience in program management and innovation within the Intelligence Community or a related sector. Proficiency in generative AI technology including prompt engineering and its application in intelligence and risk assessment. Familiarity with structured analytic techniques and how they are applied to complex intelligence problems. Demonstrated ability to lead project teams and manage complex, strategic initiatives. A solid grasp of global geopolitical issues, economic trends, and strategic risk management. Strong analytical skills coupled with creative problem-solving and strategic planning abilities. Proven track record of mentorship and leadership, promoting team cohesion and driving projects to completion. Proven track record of working directly with clients and driving revenue. 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.

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