Director, Client Solutions & Innovation, Global Intelligence and Operations

Crisis24•Annapolis, MD

About The Position

The Director, Client Solutions & Innovation will lead with practitioner credibility, bringing practical industry experience running security operations, intelligence programs, or embedded client teams. They will leverage this 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, including developing, supporting, and tracking new business; service delivery and client support; client lifecycle success and satisfaction; and 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.

Requirements

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

Nice To Haves

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)

Responsibilities

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.
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.
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.
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.