Everbridge

Technical Account Manager

Everbridge

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $118,000 - $135,000 per year

Job Level

Mid-LevelSenior

About the role

  • 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.

Requirements

  • 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; maintainan 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.