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Everbridge · 3 days ago

Technical Account Manager, JARVISS

United States

Contract

Onsite

Senior Level, Lead/Staff

$84K/yr - $115K/yr

8+ years exp

Everbridge is a rapidly growing US company expanding internationally, seeking an experienced Technical Account Manager (TAM) to support large clients with an Active Secret Clearance. The TAM will provide project management support, technical consultancy, system design and configuration support, and training while acting as an advocate for the customer within Everbridge.

Event ManagementInformation TechnologyRisk ManagementSecurity

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

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 the 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 ORKs. Develop and manage an action plan to continuously improve these metrics

Troubleshoot customer concerns and work with the management team 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

Travel to customer locations as needed

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 the team on project status and other project updates

Qualification

Customer Relationship ManagementProject ManagementTechnical ConsultancyDatabase ArchitecturesMicrosoft SQL ServerCritical ThinkingCommunication SkillsTime ManagementTeam Leadership

Required

Active Secret Clearance

8-10 years of experience in emergency or risk management in a field facing technical capacity

3+ years in an on-site customer facing support or consulting role (professional services, account management, project management etc.)

Strong project management skills

Strong technical/software skills

Ability to handle & support conflicting priorities

Customer relationship management

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 and the ability to manipulate data effectively and efficiently using SQL object-oriented (OO) Concepts and rationale

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 written and verbal presentation and communication skills; the ability to interpret written requirements and technical specification documents

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 in 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 New York City

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

Ability to travel as needed (domestic and internationally)

Understand Business Continuity or Emergency Management practices

Ability to obtain relevant security clearance for working on classified projects

Bachelors in business, Computer Science, or related a plus