Technical Account Manager

Everbridge, a global leader in critical event management, helps 6,500+ organizations respond quickly and confidently when a crisis strikes, whether it’s a cyberattack, severe weather, or a system outage. By bringing together real-time intelligence, communication, and coordinated response in one platform, we enable both private and public sector organization to protect their people, maintain operations, and stay resilient when every second counts.   Reporting to the Customer Success team, this Technical Account Manager (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. 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.   *Please note that this role involves frequent travel within the Pheonix/Tempe, AZ Everbridge, a global leader in critical event management, helps 6,500+ organizations respond quickly and confidently when a crisis strikes, whether it’s a cyberattack, severe weather, or a system outage. By bringing together real-time intelligence, communication, and coordinated response in one platform, we enable both private and public sector organization to protect their people, maintain operations, and stay resilient when every second counts.   Reporting to the Customer Success team, this Technical Account Manager (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. 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.   *Please note that this role involves frequent travel within the Pheonix/Tempe, AZ

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; 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.
• 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:

• 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.
• 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 a plus.
• Experience in the physical or enterprise security industry a plus.

The reasonably estimated salary for this role at Everbridge ranges from $118,000 - $130,000 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.