The Role
The Technical Account Manager will ensure positive client experiences, manage project deployment, provide technical support, and advocate for customer needs. Responsibilities include governance, training, and troubleshooting.
Summary Generated by Built In
Everbridge is a rapidly growing US company expanding internationally. We are seeking an experienced Technical Account Manager (TAM) to support large clients with an Active Secret Clearance.
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 expansion, of the Everbridge 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.
The TAM is a highly qualified, technical resource and experienced professional who works in a team environment to maximize our value to our customers.
The TAM will work closely with our clients, Account Managers, Operations, and Product Development personnel. We are seeking an extremely energetic and motivated person who enjoys working in a fast-paced environment with excellent communication and customer management skills.
What you'll do
- 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.
What you'll bring:
- 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
The reasonably estimated salary for this role at Everbridge ranges from $84,000 - $115,000 and may also include variable compensation. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. In addition, Everbridge offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental, parental planning, and mental health benefits, disability income benefits, life and AD&D insurance, a 401(k) plan and match, paid time off, and fitness reimbursements.
Fair Chance Statement US & Canada
We are committed to providing equal employment opportunities in compliance with all applicable Federal, Provincial/State and Local laws, including the California Fair Chance Act and any local County Fair Chance Ordinance (or local equivalent). Pursuant to these and other relevant regulations, we consider qualified applicants with criminal histories in a manner consistent with the law.
For roles subject to background checks, the following material job duties may be affected by an applicant’s criminal history:
- Access to sensitive or confidential information, such as financial records, proprietary data, or client information.
- Management of cash, company funds, or other valuable assets.
- Work in environments requiring heightened security measures.
- Compliance with contractual or regulatory requirements specific to the position.
We evaluate each applicant's criminal history individually, considering its nature, timing, and relevance to the specific job duties, while maintaining our commitment to fair hiring practices and promoting workplace equity.
About Everbridge
Everbridge 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 www.everbridge.com, 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.
Top Skills
Computer Security
Microsoft Sql Server
Networking
Salesforce
Virtual Machine (Vm) Environments
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The Company
What We Do
Keeping People Safe and Businesses Running. Faster.
Everbridge, Inc. (NASDAQ: EVBG) is a global software company that provides enterprise software applications that automate and accelerate organizations’ operational response to critical events in order to Keep People Safe and Businesses Running™. During public safety threats such as active shooter situations, terrorist attacks or severe weather conditions, as well as critical business events including IT outages, cyber-attacks or other incidents such as product recalls or supply-chain interruptions, over 5,300 global customers rely on the company’s Critical Event Management Platform to quickly and reliably aggregate and assess threat data, locate people at risk and responders able to assist, automate the execution of pre-defined communications processes through the secure delivery to over 100 different communication devices, and track progress on executing response plans.
