Technical Account Manager

About the position

Everbridge is a rapidly growing US company expanding internationally. We are seeking an experienced Technical Account Manager (TAM) to support large clients with critical life safety, security or business continuity use cases. Reporting to the Customer Success team, the TAM will represent Everbridge as a member of our client's business continuity and global security teams during the deployment, and expanding use, of the Everbridge solution. In this role, the TAM will provide project management support, technical consultancy, system design and configuration support, emergency management and security technology expertise and training. Additionally, the TAM will act as the advocate for the customer within Everbridge and act as an escalation point when necessary. The TAM is a highly qualified, technical, and experienced professional who works in a large team environment to maximize value and effectiveness of our solutions for our customers. The TAM will work closely with our clients, account managers, technical support, customer success and product development teams. We are seeking an extremely energetic and motivated team member who enjoys working in a fast-paced environment and has excellent communication, technical and project management skills with an unwavering customer-first focus.

Responsibilities

• Ensure consistently positive customer experiences by providing oversight and management for deployment planning, solution innovation and adoption, and technical issue resolution.
• Establish a formal governance model with clients. Conduct periodic stakeholder meetings and quarterly business reviews; maintain an accurate record of discussion and action items and provide monthly account reporting to internal stakeholders through use of Excel, Asana, Salesforce and various other tools.
• Develop a continuous product education and awareness program and deliver training sessions as required.
• Set and track customer satisfaction KPIs. Develop and manage action plan to continuously improve these metrics and maintain detailed project plans.
• Troubleshoot customer concerns and work with team leadership to ensure that critical issues are documented and escalated in an expeditious manner for resolution.
• Provide Critical Event Management support through reports, tabletop exercises and drills, and industry best practices.
• Serve as a customer advocate within Everbridge and report customer feedback internally to Account Management, Product Management and Engineering.
• Travel to customer locations as needed.
• Produce integration requirements specifications in the form of interface control documents (ICD) based on customer interaction, requests for information (RFI), requests for proposal (RFP), and other technical documentation.
• Provide effective feedback to internal Everbridge teams on project status, latest innovations and use case solutions, and other project updates.

Requirements

• 8-10 years of experience in emergency management, public safety, enterprise security, or risk management in a field facing technical capacity.
• 3+ years in an on-site or remote customer facing support or consulting role (professional services, account management, project management etc.).
• Strong project management, software and technical skills along with a strong desire to rapidly self-develop additional technical and consulting skillsets.
• Customer relationship management.
• Working knowledge of Internet hosted applications, highly available architectures, computer security, telephony, and networking preferred.
• Proven track record in coordinating internal departments and resources to solve complex customer support or implementation problems.
• Previous consulting experience involving technology adoption, public safety, emergency management or business continuity best practices to state/local government or corporations a plus.
• Excellent written and verbal presentation and communication skills; the ability to interpret written requirements and technical specification documents and apply them to the needs of the TAM team and the clients.
• Strong critical thinking, analytical, and problem-solving abilities.
• Ability to facilitate and lead cross-functional teams both internally and also externally with clients.
• Strong time management skills with proficiency with the Microsoft Office Suite, Salesforce CRM tools, Asana, PowerBI, Power Automate, and SaaS-based applications.
• Ability to travel and work away from the office, sometimes extensively. The main area of travel is North America.
• Thorough understanding of the principles of Public Safety, Emergency Management, Enterprise Security Operations, Executive Protection and/or Business Continuity and be able to relate and rapidly adapt them to the needs of the clients.
• Ability to obtain relevant security clearances.
• Bachelor's Degree in Business, Computer Sciences, Public Safety, Emergency Management or related fields highly desired.

Benefits

• Healthcare
• Dental
• Parental planning
• Mental health benefits
• Disability income benefits
• Life and AD&D insurance
• 401(k) plan and match
• Paid time off
• Fitness reimbursements