Technical Account Manager

Everbridge is a rapidly growing US company expanding internationally. We are seeking an experienced Technical Account Manager (TAM) to support large clients.

Reporting to the Director of Professional Services, the TAM will represent Everbridge as a member of our client’s business continuity team 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, and training. Additionally, the TAM will act as the advocate for the customer within Everbridge during normal operations and an escalation point when necessary.

The TAM is a highly qualified, technical resource and experienced professional who works in a team environment to maximize our value to our customers.

The TAM will work closely with our clients, Account Managers, Operations, and Product Development personnel. We are seeking an extremely energetic and motivated person who enjoys working in a fast-paced environment with excellent communication and customer management skills.

What you'll do:

• Ensure consistently positive customer experiences by providing oversight and management for deployment planning, solution adoption, and technical issue resolution.
• Establish a formal governance model with client. 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
• 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.
• Troubleshoot customer concerns and work with management team 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 the team on project status, and other project updates.

What you'll bring:

• Ensure consistently positive customer experiences by providing oversight and management for deployment planning, solution adoption, and technical issue resolution.
• Establish a formal governance model with client. 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
• 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.
• Troubleshoot customer concerns and work with management team 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 the team on project status, and other project updates.

The reasonably estimated salary for this role at Everbridge ranges from $118,000 - $140,000 and may also include variable compensation. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. In addition, Everbridge offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental, parental planning, and mental health benefits, disability income benefits, life and AD&D insurance, a 401(k) plan and match, paid time off, and fitness reimbursements.

About Everbridge

Everbridge empowers enterprises and government organizations to anticipate, mitigate, respond to, and recover stronger from critical events. In today’s unpredictable world, resilient organizations minimize impact to people and operations, absorb stress, and return to productivity faster when deploying critical event management (CEM) technology. Everbridge digitizes organizational resilience by combining intelligent automation with the industry’s most comprehensive risk data to Keep People Safe and Organizations Running™. For more information, visit www.everbridge.com, read the company blog, and follow on Twitter. Everbridge… Empowering Resilience

Everbridge is an Equal Opportunity/Affirmative Action Employer. All qualified Applicants will receive consideration for employment without regard to race, creed, color, religion, or sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.