Resolver, a Kroll Business

www.resolver.com

2 Jobs

746 Employees

About the Company

See risk. Build resilience. Resolver gathers all risk data and analyzes it in context--revealing the true business impact within every risk. Resolver's Risk Intelligence Platform traces the extended impact of all types of risk--whether compliance or audit, incidents, or threats--and translates those effects into quantifiable business metrics. So, customers can communicate risk persuasively, framing it in terms of the business. And with this changed perspective, comes an entirely new role for risk to play. Finally, risk goes from being seen as a barrier, to becoming a strategic partner driving the business. Welcome to the new world of Risk Intelligence.

Our mission is to transform Risk management to Risk Intelligence. Our intuitive and integrated risk software for enterprise organizations offers solutions for corporate security, risk & compliance, and information security teams. Resolver empowers businesses to respond effectively to regulatory and market shifts, to discover insights from security and risk incidents, and to streamline risk operations throughout the organization.

Resolver is a Kroll operated business. Kroll provides proprietary data, technology and insights to help customers stay ahead of complex demands related to risk, governance and growth. Kroll solutions deliver a powerful competitive advantage, enabling faster, smarter and more sustainable decisions. With 5,000 experts around the world, Kroll creates value and impact for both customers and communities. To learn more, visit www.kroll.com

Listed Jobs

Company Name: Resolver, a Kroll Business
Job Title: Director, Customer Service
Job Description: **Job Title** Director, Customer Service **Role Summary** Lead and scale a high‑performing application support team, aligning customer‑service strategy with corporate goals. Drive operational excellence, continuous improvement, and technology adoption to deliver superior customer experience in a B2B SaaS environment. **Expectations** - Deliver measurable improvements in team OKRs, SLA compliance and CSAT scores. - Maintain a scalable support operation that grows with the organization. - Demonstrate leadership in cross‑functional collaboration, coaching, and data‑driven decision making. **Key Responsibilities** 1. Manage the application support team (60% of focus): set objectives, conduct 1:1s, mentor, and create individual development plans. 2. Design and implement continuous‑improvement initiatives in partnership with the Director of Support. 3. Lead strategic planning and resource allocation; align customer‑service goals with overall company strategy. 4. Identify, evaluate, and deploy tools and technology to enhance support workflows and future‑proof processes. 5. Analyze performance data, customer feedback, and trends to root‑cause issues and reduce friction. 6. Oversee high‑priority escalations; ensure swift, high‑quality resolution and leverage lessons learned for process improvement. 7. Partner with Product, Engineering, and other departments to relay customer insights, influence feature development, and drive service enhancements. 8. Maintain and enhance SLAs, KPIs, and service‑quality standards. 9. Foster a culture of engagement, confidence, and continuous learning within the team. **Required Skills** - Proven leadership of high‑performance technical or customer‑service teams (minimum 5 yrs). - Expertise in SaaS/Software support operations, process optimization, and strategic planning. - Strong analytical, data‑driven decision‑making, and problem‑solving abilities. - Excellent written and verbal communication; ability to influence across all levels. - Coaching, mentoring, and talent‑development experience. - Familiarity with modern support tools (ticketing, knowledge‑base, automation platforms). **Required Education & Certifications** - Bachelor’s degree in Business Administration, Computer Science, Engineering, or related field (advanced degree preferred). - Relevant certifications (e.g., Certified ScrumMaster, ITIL Foundation) are an advantage.

Company Name: Resolver, a Kroll Business
Job Title: Solution Consultant
Job Description: **Job Title:** Solution Consultant **Role Summary:** Leads end‑to‑end SaaS implementations, translating client needs into practical configurations of a no‑code risk management platform. Acts as a customer advocate, coordinating with consulting, architecture, and project teams to deliver solutions within scope, time, and budget while ensuring high customer satisfaction. **Expectations:** - Deliver multiple, concurrent software implementation projects (8‑12 months each). - Maintain high utilization and project margin while achieving positive NPS and client references. - Take ownership of the entire delivery lifecycle with minimal supervision. **Key Responsibilities:** - Conduct requirement‑gathering workshops and document functional/technical specifications. - Design configuration solutions that meet client needs and follow industry best practices. - Lead project management activities: scope definition, schedule, budget, risk control, and stakeholder communication. - Configure the no‑code platform, perform quality assurance, and minimize rework. - Develop and deliver administrator, train‑the‑trainer, and end‑user training materials (documents, decks, videos). - Engage in regular project status meetings, issue resolution, and decision tracking to drive projects to successful close. **Required Skills:** - 6–8 + years of experience delivering enterprise off‑the‑shelf software or incident‑management solutions. - Proficiency with Visio, MS Project, MS Office, and CRM systems (e.g., Salesforce). - Strong stakeholder communication and presentation abilities, with a customer‑centric approach. - Self‑starter with proven ability to manage multiple projects simultaneously and deliver results independently. - Knowledge of risk management, internal audit, or regulatory compliance is an advantage but not mandatory. **Required Education & Certifications:** - Bachelor’s degree in Business Administration, Information Systems, Computer Science, or a related field. - Certification in project management (PMP, PRINCE2, or equivalent) preferred. ---