Technical Account Manager

🕒 Janeiro 8

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $118.000 - $135.000 / ano

⏰ Tempo Integral

🟠 Sênior

🔴 Especialista

🧑‍🔧 Gerente de Conta Técnica

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Everbridge

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2002

🔐 Segurança

📡 Telecomunicações

🏢 Corporativo

Security • Telecommunications • Enterprise

A Everbridge é uma empresa especializada em soluções de gestão de eventos críticos, projetadas para permitir que as organizações planejem, antecipem, mitiguem, respondam e se recuperem de eventos inesperados. Com um amplo portfólio de produtos que inclui inteligência de riscos, notificações em massa, gestão de crises e sistemas de Public Warning, a Everbridge é comprometida em maximizar a resiliência organizacional por meio de sua plataforma integrada Everbridge 360™. Atendendo setores como serviços financeiros, saúde, tecnologia, telecomunicações, energia e governo, a Everbridge ajuda mais de 6. 500 clientes globais a gerenciar eventos críticos com mais eficácia. Suas soluções asseguram a segurança da força de trabalho, protegem ativos e mantêm a continuidade dos negócios durante interrupções, garantindo comunicação ágil e gestão efetiva de crises.

Descrição

• 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; maintain an 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.

🎯 Requisitos

• 8-10 years of experience in emergency management, public safety, enterprise security, or risk management in a field facing technical capacity. • 3+ years in an on-site or remote customer facing support or consulting role (professional services, account management, project management etc.). • Strong project management, software and technical skills along with a strong desire to rapidly self-develop additional technical and consulting skillsets. • Customer relationship management. • Working knowledge of Internet hosted applications, highly available architectures, computer security, telephony, and networking preferred. • Proven track record in coordinating internal departments and resources to solve complex customer support or implementation problems. • Previous consulting experience involving technology adoption, public safety, emergency management or business continuity best practices to state/local government or corporations a plus. • Excellent written and verbal presentation and communication skills; the ability to interpret written requirements and technical specification documents and apply them to the needs of the TAM team and the clients. • Strong critical thinking, analytical, and problem-solving abilities. • Ability to facilitate and lead cross-functional teams both internally and externally with clients. • Strong time management skills with proficiency with the Microsoft Office Suite, Salesforce CRM tools, Asana, PowerBI, Power Automate, and SaaS-based applications. • Ability to travel and work away from the office, sometimes extensively. The main area of travel is North America. • Thorough understanding of the principles of Public Safety, Emergency Management, Enterprise Security Operations, Executive Protection and/or Business Continuity and be able to relate and rapidly adapt them to the needs of the clients. • Ability to obtain relevant security clearances • Bachelor’s Degree in Business, Computer Sciences, Public Safety, Emergency Management or related fields highly desired.

🏖️ Benefícios

• 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