Technical Success Manager

What you'll do:

• Ensure consistently positive customer experiences by overseeing deployment planning, solution
  adoption, and technical issue resolution.
• Establish a formal governance model with the client, conduct periodic stakeholder meetings, and quarterly business reviews, and provide monthly account reporting to internal stakeholders.
• Develop and deliver a continuous product education and awareness program, including training
  sessions as required.
• Set and track customer satisfaction KPIs and develop and manage action plans to continuously
  improve these metrics.
• Troubleshoot customer concerns and ensure that critical issues are documented and escalated
  for resolution.
• Provide Critical Event Management support through reports, tabletop exercises and drills, and
  industry best practices.
• Act as a customer advocate within Everbridge and report customer feedback internally to
  relevant teams.
• Produce integration requirements specifications based on customer interactions and technical
  documentation.
• Provide effective feedback to the team on project status and updates.
  

What you'll bring:

• Security+ certification is required.
• Experience in emergency or risk management in a technical capacity.
• 3+ years in a customer-facing support or consulting role with excellent communication skills for all levels of customers and partners.
• Strong project management and technical/software skills.
• Ability to handle conflicting priorities and manage customer relationships.
• 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.
• Experience in coordinating internal departments and resources to solve complex customer support or implementation problems.
• Strong critical thinking, analytic, and problem-solving abilities.
• Ability to facilitate and lead cross-functional teams.
• Strong time management skills and proficiency with relevant tools.
• Ability to travel and support the customer onsite when required.
• Excellent knowledge of virtual machine (VM) environments and Microsoft Clustering.
• Understanding of Business Continuity or Emergency Management practices.
• Ability to obtain relevant security clearance for working on classified projects.
• Bachelor's degree in business, Computer Science, or related fields is a plus.
• Experience in the physical security industry is a plus. 

About Everbridge

Everbridge empowers enterprises and government organizations to anticipate, mitigate, respond to, and recover from critical events. In an unpredictable world, resilient organizations protect their people and operations, adapt under pressure, and return to productivity faster. Our Critical Event Management (CEM) technology combines intelligent automation with comprehensive risk intelligence to help organizations strengthen resilience, keep people safe, and maintain operations.

Learn more at everbridge.com, explore the Everbridge blog, and connect with us on social media.

Equal Employment Opportunity

Everbridge is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, creed, religion, national origin, ancestry, age, sex, pregnancy, sexual orientation, gender identity or expression, disability, protected veteran status, genetic information, marital status, or any other characteristic protected by applicable federal, state, or local law.

Employment Practices

Everbridge does not require or administer lie detector (polygraph) tests as a condition of employment or continued employment. In Massachusetts, it is unlawful to require or administer a lie detector test as a condition of employment or continued employment. Employers who violate this law may be subject to criminal penalties and civil liability.