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Everbridge · 1 day ago

Customer Success Manager

United States

Full-time

Remote

Entry, Mid Level

$75K/yr - $100K/yr

2+ years exp

Everbridge is a company that empowers enterprises and government organizations to manage critical events effectively. The Customer Success Manager plays a key technical role in driving customer adoption and satisfaction for strategic products, ensuring retention and growth through expert guidance and collaboration with account management teams.

Event ManagementInformation TechnologyRisk ManagementSecurity

Responsibilities

Develop technical and business subject matter expertise in xMatters and Everbridge use cases and products (you have the technical skills to hop into the solution with the customer to set up functionality or highlight new use cases)

Own the adoption, advocacy, and success of the designated strategic solution to help support the business’s net and growth retention goals

Demonstrate industry and strategic product expertise by curating and presenting operational product use cases comparative to industry trends and emerging needs; facilitate the deeper entrenchment of the solution by architecting clear product utilization strategies in line with key customer needs

Drive adoption campaigns and develop plans to achieve customer satisfaction (>60 NPS scores) across the strategic product customer base; proactively monitor progress, identify hurdles (product and business), and track and resolve issues or adoption blockers

Study customer health metrics and build processes and tools to improve product usage and adoption

Collaborate with Account Managers on account planning, solving client business problems, mitigating any risks with customers, and ways to grow client relationships

Facilitate the coordination of internal resources to resolve complex problems for assigned customers

Perform customer “Health Checks,” including deployment progress against documented success criteria; develop and present findings/recommendations to the customer to drive deeper and broader adoption

Generate unique solutions for customers who struggle with traditional configurations

Identify upsell and cross-sell opportunities within named accounts through success-centric outreach, and pass to the assigned AE/AM for handling and closure

Own customer communication surrounding product introductions, announcements (e.g., Upcoming Releases and Enhancements); events (Coordinating of User Group Meetings, webinars), and other strategic initiatives related to strategic product

Communicate “voice of the customer” feedback to management and help drive strategic initiatives and program improvement, to include coordination with Product on RFE roadmap

Partner with Implementations and Professional Services to understand the “state of the state” for strategic product engagements and facilitate a smooth handoff from deployment to AM/CS

Partner with Product Management to prioritize customer RFEs, identify capability gaps in your strategic product area, and communicate product-related barriers to adoption and operationalization

Qualification

SaaS technical experienceTechnical account managementCustomer success strategiesProblem-solving skillsOrganizational skillsCommunication skillsBusiness Continuity knowledgeAgile methodologiesWeb application implementationREST Web ServicesJava/JavaScript experienceSFDC/Gainsight/Totango

Required

2+ years in SaaS technical evangelical role. (e.g. Pre-Sales Engineer/Consultant supporting technical software solution; or Consultant supporting implementation of software solutions within the Dev, DevOps, MIM or CEM space)

Strong experience in technical account management for large organizations

Ability to understand and demonstrate technical aspects of the product as related to the customers' “why”; provide ideas and solutions to help customers optimize use/adoption and gain measurable ROI

Self-starter with a proven track record of driving retention, growth and customer-first results in a complex software environment

Excellent problem-solving skills and ability to navigate challenging situations professionally, both internally and externally

Excellent organizational skills and situational fluency, including the ability to prioritize and multi-task activities across many customers at once, and to pivot/re-prioritize depending on evolving world events

Superior communications skills and demonstrated ability to communicate/present effectively at all levels of the organization, including Executive/C-level

Ability to work independently with a high degree of integrity and accountability

Ability to thrive in fast-paced environments with the ability to multi-task and juggle several priorities with tight deadlines simultaneously

Thick-skinned, resilient, customer-focused professional who can “dig in” to build trust and credibility with both customers and internal stakeholders; someone who puts the team and the customers before themselves

Bachelor's degree in IT or other related field

Preferred

Understand Business Continuity or Emergency Management practices

Can articulate value in terms of market processes and philosophies (Agile, DevOps, CI/CD, ITIL, NOC SRE, MIM)

Experience or training in web-based software application implementations

Technical experience in agile deployment processes; CI/CD development processes; SaaS/cloud environments; REST Web Services; Java/JavaScript (any programming experience accepted - hacker skill level); ITIL/MIM/NOC/Incident processes; and Ops Monitoring processes

Experience/understanding/ability to embrace and leverage SFDC, Gainsight, or Totango, Pendo, and other tools to track/measure adoption and value realization