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Everbridge · 1 month ago

Technical Account Manager, Control Center

San Diego, CA

Full-time

Hybrid

Senior Level, Lead/Staff

$130K/yr - $170K/yr

8+ years exp

Everbridge is a company dedicated to enhancing resilience and preparedness for critical situations. The Technical Account Manager will provide technical consultancy, system design, and support for the Everbridge Control Center solution, acting as a key advocate for customers and ensuring optimal operational performance.

Event ManagementInformation TechnologyRisk ManagementSecurity

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Drive mission readiness and system availability by overseeing deployment planning, solution adoption, and rapid technical issue resolution to ensure uninterrupted operational performance

Minimize downtime and accelerate recovery by proactively identifying, triaging, troubleshooting, and escalating technical issues, strengthening system stability and customer trust

Enhance critical event preparedness by leading scenario testing, structured drills, and best-practice advisory support that improve the Navy’s operational resilience

Act as the customer’s advocate by translating operational feedback into actionable inputs for product, engineering, and professional services, influencing roadmap priorities, and driving overall experience improvement

Accelerate integration success by gathering, refining, and translating customer requirements into technically accurate, mission-aligned specifications that support scalable deployment

Strengthen operator and administrator capability through targeted education and training programs that increase user proficiency and reduce operational risk across supported locations

Working with Everbridge PM, provide transparent, actionable reporting and KPI management by delivering timely status updates, tracking satisfaction metrics, identifying risk trends, ensuring predictable execution and measurable improvement as well as

Working with Everbridge PM, deliver timely weekly reporting that drives informed decision-making, supports cross-functional alignment, and anticipates customer needs by providing transparent, actionable status updates, managing KPIs, tracking satisfaction metrics, and identifying risk trends to ensure predictable execution and measurable improvement

Establish and lead a formal governance model that aligns SERCO, Navy stakeholders, and Everbridge leadership, improving communication pathways, proactive issue identification, and confidence in program execution

Serve as the voice of the customer within Everbridge by translating operational feedback into potential product enhancements and prioritized engineering actions

Qualification

Emergency managementTechnical consultancySystem administrationDatabase architecturesBusiness ContinuityCustomer relationship managementCommunication skillsCritical thinkingTime managementProblem-solvingCross-functional team leadership

Required

8-10 years of 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 technical/software skills, including experience in programming and/or system administration

Ability to handle conflicting priorities and manage customer relationships

Working knowledge of internet-hosted applications, highly available architecture, computer security, telephony, and networking

Strong knowledge of database architectures and methodologies, ideally Microsoft SQL Server

Familiarity with DoD risk management frameworks

Experience with classified or air-gapped environments, knowledge of DoD cybersecurity requests (STIGs, RMF, NIST, etc), understanding Navy command structure and operational workflows

Experience in coordinating internal departments and resources to solve complex customer support or implementation problems

Strong critical thinking, analytical, and problem-solving abilities

Ability to facilitate and lead cross-functional teams

Strong time management skills and proficiency with relevant tools

Ability to travel locally and support the customer onsite as needed

Excellent knowledge of virtual machine (VM) environments and Microsoft Clustering

Understanding of Business Continuity or Emergency Management practices

Have the ability to obtain Secret security clearance for working on classified projects

Bachelor's degree in business, Computer Science, related fields, or equivalent experience