Technical Account Manager

Req#: f09090a8-4ca2-46c6-9e d23fec

Technical Account Manager

Washington, D.C. / Professional Services – Professional Services - COGS / Full Time / Hybrid Apply for this job Everbridge, a rapidly growing company based in the US with international expansion, is looking for 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 Control Center 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.

What you'll do;

• Ensure consistently positive customer experiences by overseeing deployment planning, solution adoption, and technical issue resolution.
• Establish a formal governance model with the client, conduct periodic stakeholder meetings, and quarterly business reviews, and provide monthly account reporting to internal stakeholders.
• Develop and deliver a continuous product education and awareness program, including training sessions as required.
• Set and track customer satisfaction KPIs and develop and manage action plans to continuously improve these metrics.
• Troubleshoot customer concerns and ensure that critical issues are documented and escalated for resolution.
• Provide Critical Event Management support through reports, tabletop exercises and drills, and industry best practices.
• Act as a customer advocate within Everbridge and report customer feedback internally to relevant teams.
• Produce integration requirements specifications based on customer interactions and technical documentation.
• Provide effective feedback to the team on project status and updates.

What you'll bring;

• 8-10 years of experience in emergency or risk management in a technical capacity.
• 3+ years in a customer-facing support or consulting role.
• Strong project management and technical/software skills.
• Ability to handle conflicting priorities and manage customer relationships.
• 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.
• Experience in coordinating internal departments and resources to solve complex customer support or implementation problems.
• Strong critical thinking, analytic, and problem-solving abilities.
• Ability to facilitate and lead cross-functional teams.
• Strong time management skills and proficiency with relevant tools.
• Ability to travel locally and support the customer onsite.
• Excellent knowledge of virtual machine (VM) environments and Microsoft Clustering.
• Understanding of Business Continuity or Emergency Management practices.
• Ability to obtain relevant security clearance for working on classified projects.
• Bachelor's degree in business, Computer Science, or related fields is a plus

Desirable

• Experience in the physical security industry.
#LI-Remote #LI-PG1 About Everbridge Everbridge (NASDAQ: EVBG) 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 , 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. Apply for this job

Critical events happen every day that threaten safety, interrupt supply chains, and disrupt operations. Rapidly pinpoint threats and automate response.

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