What Impact You Will HaveThe Director, Client Solutions & Innovation will lead with practitioner credibility. They bring practical industry experience running security operations, intelligence programs, or embedded client teams and leverage that credibility to build stronger commercial partnerships for Crisis24's clients. This role is the client-facing owner of our commercial relationship across four service pillars: Global Intelligence, Embedded Intelligence Services (including our Special Projects Division), Medical Assistance, and Security Assistance. Alongside the Senior Director, this person is accountable for business development (in close collaboration with global commercial teams), Embedded Intelligence Services program management, and delivery of new service solutions across all four pillars.
The role's primary focus will be commercial support of Embedded Intelligence Services: 1) developing, supporting, and tracking new business; 2) service delivery and client support; 3) client lifecycle success and satisfaction; and 4) rolling out AI-enabled tools and workflows across global services. This work will be in close collaboration with senior management and client-supporting program managers. This role serves as the connective tissue between our differentiated global intelligence and operations practice and Crisis24's business development, sales, account management, customer success, and AI and Innovation teams.
What You Will Work OnBusiness Development & Sales Enablement- Partner with commercial teams across global markets to position, design, and deliver Global Intelligence, Embedded Intelligence Services, Medical Assistance, and Security Assistance solutions.
- Build and maintain sales enablement material, including discovery guidance, demos, client health checks, win-back campaigns, case studies, and marketing campaigns across the solution lifecycle.
- Support RFP responses and proposal development jointly with Embedded Intelligence Services and Medical/Security Assistance delivery leads.
Embedded Intelligence Services Program Management- Support the business health of the Embedded Intelligence Services book of business in close partnership with Account Management: implementation and onboarding, renewal support, client success, high-quality delivery, and positioning of new solutions.
- Partner with Embedded Intelligence Services delivery leadership to ensure client-dedicated engagements are scoped, staffed, and renewed on commercially sound terms.
- Report Embedded Intelligence Services business performance to the Senior Director and Global Intelligence and Operations senior leadership.
Solution Design- Translate client requirements into blended service solutions across Global Intelligence, Embedded Intelligence Services, Medical Assistance, and Security Assistance delivery models, in partnership with practice and delivery leads.
- Act as a subject-matter resource to global commercial teams and clients on solution fit, scoping, and pricing across service solutions.
AI-Enabled Delivery- Lead near-term adoption of AI-enabled tools and workflows across intelligence and operations, in coordination with Product, IT-Solutions and AI leads.
- Identify and pilot AI use cases that improve delivery efficiency and client-facing value across Embedded Intelligence Services and Global Intelligence engagements.
- Work closely with the Senior Director on developing and supporting innovation and GTM strategy across Global intelligence and Operations.
Who You Will Work WithCollaboration is central to this role. You will work daily with commercial teams across global markets, and with delivery leadership across Global Intelligence, Embedded Intelligence Services, Medical Assistance, and Security Assistance, to ensure client solutions are commercially sound and operationally delivered. You will partner with Product and AI teams to bring new capabilities into market-ready form, and report directly to the Senior Director, Global Intelligence and Operations, supporting their broader innovation and go-to-market agenda.
What You Will Bring (Required)- 10+ years of security and intelligence management (SME) experience - physical security, risk intelligence, assistance solutions or related risk management services background.
- 4+ years in commercial/sales leadership or SME sales support experience within security, intelligence, or risk-management services and solutions.
- Proven track record of B2B solution design and commercial growth in a services (not solely SaaS) context
- Strong commercial acumen with demonstrated success driving growth in an existing client book
- Ability to work collaboratively with cross-functional teams in a matrixed organization
- Experience working with or supporting global Sales and Account Management teams
- Excellent English written and verbal communication skills
- Willingness to travel as required to meet business needs
Preferred- Experience across TRM programs, GSOC builds, embedded intelligence business models, and medical assistance services
- Familiarity with AI-enabled service delivery and SaaS-to-services commercial motions
- Experience operating across multiple global markets (US, UK, EU, APAC)
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.
