Serve as the primary technical point of contact and trusted advisor for assigned enterprise and government customers.
Ensure consistently positive customer experiences through oversight of deployment planning, solution adoption, and technical issue resolution.
Act as the customer advocate within Everbridge, escalating and coordinating resolution of critical issues across internal teams.
Establish and manage formal customer governance models, including regular stakeholder meetings, QBRs, and ongoing communications.
Set, track, and continuously improve customer success metrics and satisfaction OKRs.
Provide technical consultancy, system design, configuration support, and best-practice guidance for Everbridge and JARVISS solutions.
Troubleshoot complex technical issues related to SaaS platforms, integrations, networking, telephony, databases, and highly available architectures.
Develop and deliver continuous product education and training programs tailored to customer needs.

Requirements

Active US Secret Clearance
3+ years in a customer-facing consulting, professional services, account management, or project management role.
Strong project management and customer relationship management skills.
Strong technical/software background with experience supporting SaaS platforms.
Working knowledge of:
Internet-hosted applications and highly available architectures
Computer security, telephony, and networking
Databases and data manipulation (SQL experience preferred)
Ability to manage multiple priorities in a fast-paced environment.
Excellent verbal, written, and interpersonal communication skills.
Strong analytical, critical-thinking, and problem-solving abilities.
Proficiency with Microsoft Office, Salesforce.com, and web-based applications.
Bachelor’s degree in Business, Computer Science, or a related field (preferred).

Benefits

healthcare
dental
parental planning
mental health benefits
disability income benefits
life and AD&D insurance
a 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

SaaS platformssystem designconfiguration supportSQLnetworkingtelephonydatabasestechnical issue resolutioncustomer success metricssolution adoption

Soft skills

customer relationship managementproject managementanalytical skillscritical-thinkingproblem-solvinginterpersonal communicationverbal communicationwritten communicationability to manage multiple prioritiesstakeholder management

Certifications

Active US Secret Clearance