Technical Success Manager

Everbridge Control Center empowers organizations with a centralized command-and-control platform that unifies physical security systems, operational data, and critical communications. It enables security teams to detect, assess, and respond to incidents faster through real-time visibility, intelligent automation, and seamless integration across the enterprise. We're seeking a Technical Success Manager (TSM) to support our large Control Center clients. Reporting to the Director of Professional Services, the TSM will represent Everbridge as a member of our client's business continuity team during the deployment, and expanding use, of the Control Center solution. In this role, the TSM will provide project management support, technical consultancy, system design and configuration support, and training. Additionally, the TSM will act as the advocate for the customer within Everbridge during normal operations and an escalation point when necessary.

Responsibilities

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

Requirements

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; Security+ required; Working knowledge of Windows architecture and networking; Basic software development knowledge; Strong knowledge of Microsoft SQL Server, including database architecture and maintenance; Strong critical thinking, analytic, and problem-solving abilities; Strong time management skills and proficiency with relevant tools; Familiarity with virtual machine (VM) environments; Understanding of Business Continuity or Emergency Management practices; Ability to travel and support the customer onsite when required

Nice to have

Bachelor's degree in business, Computer Science, or related fields is a plus; Experience in the physical security industry is a plus

Benefits

healthcare; dental; parental planning; mental health benefits; disability income benefits; life and AD&D insurance; 401(k) plan and match; paid time off; fitness reimbursements; variable compensation