Technical Account Manager

🕒 il y a 5 mois

🇺🇸 États-Unis – Télétravail

💵 $118 000 - $135 000 / an

⏰ Temps Plein

🟠 Senior

🔴 Expert

🧑‍🔧 Responsable de comptes techniques

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Everbridge

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2002

🔐 Sécurité

📡 Télécommunications

🏢 Entreprise

Security • Telecommunications • Enterprise

Everbridge est une entreprise spécialisée dans les solutions de gestion des événements critiques, conçues pour permettre aux organisations de planifier, anticiper, atténuer, répondre et se remettre des événements imprévus. Avec une large gamme de produits incluant des systèmes d'intelligence des risques, de notification de masse, de gestion de crise et d'alerte publique, Everbridge s'engage à maximiser la résilience organisationnelle grâce à leur plateforme intégrée Everbridge 360™. Servant des industries comme les services financiers, la santé, la technologie, les télécommunications, l'énergie et les secteurs gouvernementaux, Everbridge aide plus de 6 500 clients dans le monde à gérer les événements critiques plus efficacement. Leurs solutions garantissent la sécurité des employés, protègent les actifs et maintiennent la continuité des activités lors de perturbations, assurant une communication rapide et une gestion efficace des crises.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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