Technical Account Manager

$105,900 - $120,000/Yr

Everbridge - Phoenix, AZ

Full-time - Mid Level

Phoenix, AZ

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Technical Account Manager (TAM) at Everbridge will play a crucial role as a representative of the company within the client's business continuity team. This position is centered around the deployment and ongoing utilization of the Everbridge solution, ensuring that clients receive the highest level of support and service. The TAM will be responsible for providing project management support, technical consultancy, system design and configuration assistance, as well as training for clients. Acting as the customer's advocate within Everbridge, the TAM will also serve as an escalation point for any issues that arise during normal operations. In this role, the TAM will work closely with various stakeholders, including clients, Account Managers, Operations, and Product Development personnel. A key focus will be on ensuring consistently positive customer experiences by overseeing deployment planning, solution adoption, and the resolution of technical issues. The TAM will establish a formal governance model with clients, conduct periodic stakeholder meetings, and hold quarterly business reviews. Maintaining accurate records of discussions and action items will be essential, along with providing monthly account reporting to internal stakeholders. The TAM will also be tasked with developing a continuous product education and awareness program, delivering training sessions as needed, and setting and tracking customer satisfaction KPIs. Action plans will be developed and managed to continuously improve these metrics. Additionally, the TAM will troubleshoot customer concerns and collaborate with the management team to ensure that critical issues are documented and escalated promptly for resolution. Providing Critical Event Management support through reports, tabletop exercises, drills, and industry best practices will also be part of the role. Ultimately, the TAM will serve as a customer advocate within Everbridge, relaying customer feedback to Account Management, Product Management, and Engineering teams.

Responsibilities

• Provide project management support for the deployment and use of the Everbridge solution.
• Act as a technical consultant for clients, assisting with system design and configuration.
• Deliver training sessions and develop a continuous product education program for clients.
• Ensure positive customer experiences by managing deployment planning and technical issue resolution.
• Establish a formal governance model with clients and conduct periodic stakeholder meetings.
• Maintain accurate records of discussions and action items, providing monthly account reporting to internal stakeholders.
• Set and track customer satisfaction KPIs, developing action plans for continuous improvement.
• Troubleshoot customer concerns and escalate critical issues for resolution.
• Provide Critical Event Management support through reports, exercises, and best practices.
• Serve as a customer advocate within Everbridge, reporting feedback to internal teams.

Requirements

• 5-7 years of experience in emergency management, risk management, business continuity, or related fields.
• 3+ years in a customer-facing support or consulting role such as professional services, account management, or project management.
• Strong project management skills and experience with Internet-hosted applications.
• Working knowledge of highly available architectures, computer security, telephony, and networking.
• Previous consulting experience with emergency preparedness or business continuity best practices is a plus.
• Strong critical thinking, analytic, and problem-solving abilities.
• Excellent time management skills and proficiency with Microsoft Office Suite, Salesforce.com, and web-based applications.
• Bachelor's degree in Business, Computer Science, or a related field is a plus.

Nice-to-haves

• Previous consulting experience with state/local governments or corporations in emergency preparedness or business continuity.

Benefits

• Healthcare coverage
• Dental insurance
• Parental planning benefits
• Mental health benefits
• 401(k) plan with matching
• Paid time off
• Fitness reimbursements
• Discounted employee stock purchase plan