Everbridge, a rapidly expanding global company specializing in SaaS-based critical communications and enterprise safety solutions, is actively seeking an accomplished Technical Account Manager (TAM) to provide support for our large-scale clients. This position offers flexibility with a hybrid work model, allowing you to choose between a home/office-based arrangement or to work remotely from any location .
Reporting directly to the Manager of Professional Services, the TAM will play a pivotal role as a representative of Everbridge within our client's business continuity team. This position involves collaborating during the deployment and ongoing utilization of the Everbridge solution. Key responsibilities include offering project management support, technical consultancy, system design and configuration assistance, as well as providing comprehensive training. Moreover, the TAM will serve as the customer advocate within Everbridge during routine operations and act as an escalation point when needed.
The ideal candidate for this role is a highly qualified, technical expert with extensive professional experience, thriving in a team-oriented environment to optimize the value we deliver to our customers. As a TAM, you will collaborate closely with clients, Account Managers, Operations, and Product Development teams. We are seeking an exceptionally energetic and motivated individual who thrives in a fast-paced environment and possesses outstanding communication and customer management skills.
What you'll do:
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
Travel to customer locations as needed
What you'll bring
6+ years of experience in emergency or risk management in a field facing technical capacity
5+ years in an on-site customer facing support or consulting role (professional services, account management, project management, customer service, etc.)
Strong project management skills (PMP Certified or at minimum CAPM)
Strong technical/software skills
Ability to handle & support conflicting priorities
Working knowledge of Internet hosted applications, highly available architectures, computer security, telephony, and networking
Must possess a proven understanding of global corporate account business needs and experience in Financial Services is a plus.
Proven track record in coordinating internal departments and resources to solve complex customer support or implementation problems.
Previous consulting experience with emergency preparedness or business continuity best practices to state/local government or corporations a plus.
Excellent verbal, written and interpersonal communication skills
Strong critical thinking, analytic, and problem solving abilities
Ability to facilitate and lead cross-functional teams
High energy level and a “can do” attitude
Strong time management skills with proficiency with the Microsoft Office Suite, Salesforce.com and web based applications
Ability to travel locally and support the customer onsite at their various sites in and around Singapore • Understand Business Continuity or Emergency Management practices
Bachelors in Business, Computer Science or related a plus
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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.
