Technical Account Manager (TAM- 5064)

Job Description

• The TAM will represent Everbridge as a member of our client’s business continuity team 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, and training. Additionally, the TAM will act as the advocate for the customer within Everbridge during normal operations and as an escalation point when necessary. • The TAM will work closely with our clients, Account Managers, Operations, and Product Development personnel.

Qualifications

• 8-10 years of experience and practice in an emergency, risk management, business continuity, or emergency management in a field facing technical capacity • 3+ years in on-site customer-facing support or consulting role (professional services, account management, project management, customer service, etc.) • Strong project management skills • Working knowledge of Internet-hosted applications, highly available architectures, computer security, telephony, and networking • Previous consulting experience with emergency preparedness or business continuity best practices to state/local governments or corporations is a plus. • Strong critical thinking, analytic, and problem-solving abilities • Strong time management skills with proficiency with the Microsoft Office Suite, Salesforce.com, and web-based applications • Bachelors in Business, Computer Science, or related a plus • Military or Service background a plus

Benefits

• Travel to customer locations as needed, approx. 20% • 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 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 KPIs. Develop and manage action plan to continuously improve these metrics. • Troubleshoot customer concerns and work with management team to ensure that critical issues are documented and escalated in an expeditious manner for resolution • Provide Critical Event Management support through reports, table top 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