Technical Account Manager

3 days ago

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Everbridge

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Security • Telecommunications • Enterprise

Everbridge is a company specializing in critical event management solutions designed to enable organizations to plan, anticipate, mitigate, respond to, and recover from unexpected events. With a broad suite of products including risk intelligence, mass notification, crisis management, and public warning systems, Everbridge is committed to maximizing organizational resilience through their integrated Everbridge 360™ platform. Serving industries such as financial services, healthcare, technology, telecommunications, energy, and government sectors, Everbridge helps over 6,500 global customers manage critical events more effectively. Their solutions ensure workforce safety, protect assets, and maintain business continuity during disruptions, ensuring swift communication and effective management of crises.

1001 - 5000 employees

Founded 2002

🔐 Security

📡 Telecommunications

🏢 Enterprise

📋 Description

• 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 the 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 ORKs. Develop and manage an action plan to continuously improve these metrics. • Troubleshoot customer concerns and work with the 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.

🎯 Requirements

• Active Secret Clearance • 8-10 years of experience in emergency or risk management in a field facing technical capacity • 3+ years in an on-site customer facing support or consulting role (professional services, account management, project management etc.) • Strong project management skills • Strong technical/software skills • Ability to handle & support conflicting priorities • Customer relationship management • Working knowledge of Internet hosted applications, highly available architectures, computer security, telephony, and networking • Strong knowledge of database architectures and methodologies; ideally Microsoft SQL Server and the ability to manipulate data effectively and efficiently using SQL object-oriented (OO) Concepts and rationale. • Must possess a proven understanding of global corporate account business needs and experience in Financial Services is a plus. • Proven track record in coordinating internal departments and resources to solve complex customer support or implementation problems. • Previous consulting experience with emergency preparedness 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. • Strong critical thinking, analytic, and problem-solving abilities. • Ability to facilitate and lead cross-functional teams • High energy level and a "can do" attitude • Strong time management skills with proficiency in the Microsoft Office Suite, Salesforce.com and web-based applications • Ability to travel locally and support the customer onsite at their various sites in and around New York City • Excellent knowledge of virtual machine (VM) environments and Microsoft Clustering. • Ability to travel as needed (domestic and internationally) • Understand Business Continuity or Emergency Management practices. • Ability to obtain relevant security clearance for working on classified projects. • Bachelors in business, Computer Science, or related a plus

🏖️ 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