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.

*Please note that this role requires full-time onsite with customers in the San Diego area

What you'll do

• 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.

What you'll bring

• Security+ certification is required.
• 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 project management and technical/software skills.
• Ability to handle conflicting priorities and manage customer relationships.
• 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.
• Experience in coordinating internal departments and resources to solve complex customer support or implementation problems.
• Strong critical thinking, analytic, and problem-solving abilities.
• Ability to facilitate and lead cross-functional teams.
• Strong time management skills and proficiency with relevant tools.
• Ability to travel and support the customer onsite when required.
• Excellent knowledge of virtual machine (VM) environments and Microsoft Clustering.
• Understanding of Business Continuity or Emergency Management practices.
• Ability to obtain relevant security clearance for working on classified projects.
• Bachelor's degree in business, Computer Science, or related fields is a plus.
• Experience in the physical security industry is a plus.