Technical Account Manager

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 nnovations and use case solutions, and other project updates.
• Travel to customer locations as needed (up to 20%).

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.
• 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.
• Nice to have: Experience in the physical or enterprise security industry.