Technical Account Manager

• Drive mission readiness and system availability by overseeing deployment planning, solution adoption, and rapid technical issue resolution to ensure uninterrupted operational performance.
• Minimize downtime and accelerate recovery by proactively identifying, triaging, troubleshooting, and escalating technical issues, strengthening system stability and customer trust.
• Enhance critical event preparedness by leading scenario testing, structured drills, and best-practice advisory support that improve the Navy’s operational resilience.
• Act as the customer’s advocate by translating operational feedback into actionable inputs for product, engineering, and professional services, influencing roadmap priorities, and driving overall experience improvement.
• Accelerate integration success by gathering, refining, and translating customer requirements into technically accurate, mission-aligned specifications that support scalable deployment.
• Strengthen operator and administrator capability through targeted education and training programs that increase user proficiency and reduce operational risk across supported locations.
• Working with Everbridge PM, provide transparent, actionable reporting and KPI management by delivering timely status updates, tracking satisfaction metrics, identifying risk trends, ensuring predictable execution and measurable improvement as well as.
• Working with Everbridge PM, deliver timely weekly reporting that drives informed decision-making, supports cross-functional alignment, and anticipates customer needs by providing transparent, actionable status updates, managing KPIs, tracking satisfaction metrics, and identifying risk trends to ensure predictable execution and measurable improvement.
• Establish and lead a formal governance model that aligns SERCO, Navy stakeholders, and Everbridge leadership, improving communication pathways, proactive issue identification, and confidence in program execution.
• Serve as the voice of the customer within Everbridge by translating operational feedback into potential product enhancements and prioritized engineering actions.

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