Technical Account Manager

🕒 January 8

🇺🇸 United States – Remote

💵 $118k - $135k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🧑‍🔧 Technical Account Manager

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Everbridge

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2002

🔐 Security

📡 Telecommunications

🏢 Enterprise

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.

📋 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.

🎯 Requirements

• 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.

🏖️ 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