The Role
The Technical Account Manager ensures positive customer experiences by managing deployments, troubleshooting issues, providing training, and acting as a customer advocate within the company.
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 critical life safety, security or business continuity use cases.
Reporting to the Customer Success team, the TAM will represent Everbridge as a member of our client’s business continuity and global security teams during the deployment, and expanding use, of the Everbridge solution. In this role, the TAM will provide project management support, technical consultancy, system design and configuration support, emergency management and security technology expertise and training. Additionally, the TAM will act as the advocate for the customer within Everbridge and act as an escalation point when necessary.
The TAM is a highly qualified, technical, and experienced professional who works in a large team environment to maximize value and effectiveness of our solutions for our customers.
The TAM will work closely with our clients, account managers, technical support, customer success and product development teams. We are seeking an extremely energetic and motivated team member who enjoys working in a fast-paced environment and has excellent communication, technical and project management skills with an unwavering customer-first focus.
What you'll do
- 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; maintainan 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.
- Provide effective feedback to internal Everbridge teams on project status, latest innovations and use case solutions, and other project updates.
What you'll bring:
- 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.
The reasonably estimated salary for this role at Everbridge ranges from $118,000 - $135,000 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
Asana
Excel
Salesforce
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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.
