The role
At Merlin, we help organizations in critical infrastructure sectors—from hospitals to utility companies—to professionally implement crisis management using CrisisSuite. As an implementation coordinator, you’ll be the one ensuring that new clients not only start using the software but actually put it to work.
You guide new clients from the initial kickoff through to handover: from the first session until the client is able to proceed independently. You do this on two levels: substantively, you collaborate on how CrisisSuite fits the client’s organization, and operationally, you manage the process and ensure all stakeholders are on board.
What are you going to do?
Project Management Youwill create realistic schedules, monitor milestones, and serve as the primary point of contact for the client throughout the entire process. You will make internal adjustments as needed and coordinate training, support, and development efforts.
Configuration Youhelp clients configure CrisisSuite: from organizational structure and alerting systems to roles and scenarios. You translate client processes into a practical configuration and know how to avoid unnecessary complexity.
Client Support Youwill lead kick-off meetings, work sessions, and progress reviews. You will actively manage expectations regarding scope, scheduling, and dependencies, and identify potential issues early on. Most interactions take place digitally, but when dealing with a new client or contact person, you will preferably visit them on-site.
Youwill oversee the testing phase, ensure that the system functions effectively in practice, and hand over the project in a structured manner to the client and the account manager.
Process Development Youwill actively contribute to the further standardization of our implementation process and provide input for product development based on your experience in the field. In addition, you will regularly participate in user training sessions and the monthly Customer Success meeting.
Expansion In addition tothe above, there are three related roles that can be (partially) taken over from a colleague: the help desk, where users sometimes need a little extra guidance to make the most of the application; training coordination, where you handle the administrative tasks related to our customer training sessions; and technical support, where you adjust the configuration of the customer system in response to an implementation or help desk inquiry. Together, we’ll explore which of these roles will suit you best in the long run.
The Team
You’llbe part of our Customer Success team, which is responsible for the entire customer relationship: from implementation to training and support. You’ll play a unifying role within the team and report to the Customer Success Manager. We work transparently, actively support one another, and share responsibility for ensuring a positive customer experience.
Who are you?
• You have strong project management skills and can oversee multiple projects simultaneously
• You are proactive: you take the initiative in client interactions and identify issues early on
• You easily switch between operational details and the bigger picture
• You are attentive to your client’s interests and know when to be flexible or stick to the agreed-upon scope
• You have strong communication skills in both Dutch and English
• You have a higher vocational education (HBO) level of work and thinking
• You are available for at least 32 hours per week
• You work smoothly with business SaaS tools and quickly grasp a new application at the functional level
• You preferably live within a 50 km radius of our office in Zoetermeer
• Experience with crisis management or information management is a plus, but not a requirement
What do we offer?
• A mid-level role with a direct impact on our clients’ safety and business continuity
• Salary: €3,700–€4,700 gross per month for full-time work (40 hours)
• Option for a company car
• Flexible working hours and partial remote work
• Start date: July 1 or September 1, 2026
• An informal, supportive work environment at a growing SaaS company
Apply for a job
Please send your resume and a brief cover letter to sollicitaties@merlincrisis.com.
We will contact you within five business days.
Want to have a casual chat about the role? Give me a call or send me an email right away:
Terence Slotboom - terence@merlincrisis.com - 06-17990047
Recruitment agencies are asked to refrain from contacting us regarding this job opening.
