Everbridge

Senior Customer Success Manager

Everbridge

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $94,000 - $125,000 per year

Job Level

Senior

About the role

  • Develop technical and business subject matter expertise in xMatters and Everbridge use cases and products (you have the technical skills to hop into the solution with the customer to set up functionality or highlight new use cases)
  • Own the adoption, advocacy, and success of the designated strategic solution to help support the business’s net and growth retention goals
  • Demonstrate industry and strategic product expertise by curating and presenting operational product use cases comparative to industry trends and emerging needs; facilitate the deeper entrenchment of the solution by architecting clear product utilization strategies in line with key customer needs
  • Drive adoption campaigns and develop plans to achieve customer satisfaction (>60 NPS scores) across the strategic product customer base; proactively monitor progress, identify hurdles (product and business), and track and resolve issues or adoption blockers
  • Study customer health metrics and build processes and tools to improve product usage and adoption.
  • Collaborate with Account Managers on account planning, solving client business problems, mitigating any risks with customers, and ways to grow client relationships
  • Facilitate the coordination of internal resources to resolve complex problems for assigned customers
  • Perform customer “Health Checks,” including deployment progress against documented success criteria; develop and present findings/recommendations to the customer to drive deeper and broader adoption
  • Generate unique solutions for customers who struggle with traditional configurations
  • Identify upsell and cross-sell opportunities within named accounts through success-centric outreach, and pass to the assigned AE/AM for handling and closure
  • Own customer communication surrounding product introductions, announcements (e.g., Upcoming Releases and Enhancements); events (Coordinating of User Group Meetings, webinars), and other strategic initiatives related to strategic product
  • Communicate “voice of the customer” feedback to management and help drive strategic initiatives and program improvement, to include coordination with Product on RFE roadmap
  • Partner with Implementations and Professional Services to understand the “state of the state” for strategic product engagements and facilitate a smooth handoff from deployment to AM/CS
  • Partner with Product Management to prioritize customer RFEs, identify capability gaps in your strategic product area, and communicate product-related barriers to adoption and operationalization

Requirements

  • 2+ years in SaaS technical evangelical role. (e.g. Pre-Sales Engineer/Consultant supporting technical software solution; or Consultant supporting implementation of software solutions within the Dev, DevOps, MIM or CEM space)
  • Strong experience in technical account management for large organizations
  • Ability to understand and demonstrate technical aspects of the product as related to the customers’ “why”; provide ideas and solutions to help customers optimize use/adoption and gain measurable ROI
  • Self-starter with a proven track record of driving retention, growth and customer-first results in a complex software environment
  • Excellent problem-solving skills and ability to navigate challenging situations professionally, both internally and externally
  • Excellent organizational skills and situational fluency, including the ability to prioritize and multi-task activities across many customers at once, and to pivot/re-prioritize depending on evolving world events
  • Superior communications skills and demonstrated ability to communicate/present effectively at all levels of the organization, including Executive/C-level
  • Ability to work independently with a high degree of integrity and accountability
  • Ability to thrive in fast-paced environments with the ability to multi-task and juggle several priorities with tight deadlines simultaneously.
  • Thick-skinned, resilient, customer-focused professional who can “dig in” to build trust and credibility with both customers and internal stakeholders; someone who puts the team and the customers before themselves
  • Bachelor’s degree in IT or other related field
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
SaaStechnical account managementcustomer health metricsproduct utilization strategiesadoption campaignsproblem-solvingcustomer communicationtechnical software solutionsimplementation of software solutionsmeasurable ROI
Soft skills
self-starterorganizational skillssituational fluencysuperior communication skillsintegrityaccountabilityresiliencecustomer-focusedtrust-buildingmulti-tasking