Own end-to-end SaaS implementations from kickoff through go-live, managing client relationships, requirements, timelines, milestones, and issue resolution. Support technical pre-sales through discovery, solution design, demonstrations, proofs of concept, and RFP/RFI responses. Translate technical needs into implementation plans, provide best-practice guidance, maintain project and CRM records, and collaborate with Sales, Product, Engineering, and Customer Success teams.
Who We Are Looking For
We are looking for an experienced Implementation & Solutions Consultant based in Singapore to join our Regional Customer Success team. This is a hybrid client-facing role that combines end-to-end SaaS implementation with technical pre-sales support. The ideal candidate will have experience managing software implementations and client relationships, while also being comfortable supporting technical discovery, solution design, and product demonstrations. You will be a strong communicator who can translate technical concepts into practical business solutions and confidently work across both pre-sales and post-sales environments.
What You Will Work On
- Own the end-to-end implementation lifecycle for new customers and significant upsells, from kickoff through go-live
- Act as the primary point of contact for clients throughout implementation, setting expectations and maintaining clear communication
- Define project timelines, milestones, deliverables, and success criteria using tools such as JIRA, Salesforce, and Certinia
- Gather client requirements and tailor implementation approaches to their business objectives
- Provide best-practice guidance to help customers optimize their use of Crisis24 solutions and realize value from the platform
- Monitor implementation progress, proactively identify and resolve roadblocks, and ensure a smooth transition to ongoing support
- Partner with the regional sales team on technical discovery, solution design, product demonstrations, and proof-of-concept activities
- Respond to technical questions from prospects and customers and coordinate with senior technical or product teams where required
- Support RFP/RFI responses and the development of technical sales materials
- Translate technical requirements from the sales process into practical implementation plans
- Maintain strong knowledge of Crisis24's solution catalogue, product capabilities, and configuration options
- Stay current on relevant Travel Risk Management (TRM), Business Continuity, and Critical Event Management practices
- Capture client and market feedback and share insights with product, sales, and engineering teams
- Maintain accurate records of client interactions, project status, and technical engagements in CRM and project management systems
Who You Will Work With
You will work closely with Sales, Account Management, Product, Engineering, and Customer Success teams across the region and globally. As a key regional liaison, you will connect clients with Crisis24's global technical and product teams, ensuring alignment from the initial technical conversation through implementation and ongoing customer engagement. You will also collaborate cross-functionally to share client feedback and help inform product and go-to-market priorities.
What You Will Bring
Required:
- 3+ years of experience in SaaS implementation, customer success, solutions engineering, technical pre-sales, or a related client-facing technology role
- Demonstrated experience managing client relationships and successfully delivering software implementations
- Strong project management skills, with the ability to manage multiple implementations and pre-sales engagements simultaneously
- Excellent client-facing communication skills and the ability to explain technical concepts clearly to non-technical stakeholders
- Strong analytical and problem-solving skills, with the ability to understand complex client needs and develop practical solutions
- Proficiency in Microsoft Office Suite, including Excel, PowerPoint, Word, and Teams
- Experience using CRM and project management tools, ideally Salesforce and JIRA
- Working knowledge of SaaS applications, APIs, and enterprise integrations
- High level of adaptability and the ability to balance implementation delivery with technical pre-sales support as regional priorities change
- Ability to work effectively under pressure and manage competing priorities in a fast-paced, resource-lean environment
- Bachelor's degree in Business, Computer Science, Information Technology, or a related field, or equivalent relevant experience
Preferred:
- Experience spanning both technical pre-sales and post-sales SaaS implementation
- Experience working with XML, HTML, data transformation, or enterprise integrations
- Knowledge of Travel Risk Management, Business Continuity, or Critical Event Management
- Project management certification such as PMP or ScrumMaster
- Familiarity with Agile methodologies and experience working in an Agile environment
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