Everbridge

Technical Account Manager

Everbridge

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $118,000 - $135,000 per year

Job Level

SeniorLead

About the role

  • 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.

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 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementcustomer relationship managementtechnical issue resolutionintegration requirements specificationscritical event managementdata analysistechnical documentationproblem-solvingsoftware skillsconsulting skills
Soft Skills
communication skillscritical thinkinganalytical skillstime managementleadershipcustomer advocacystakeholder managementtraining and developmentself-developmentfacilitation