Technical Account Manager

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What you'll do:

• 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 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 KPIs.  Develop and manage action plan to continuously improve these metrics.
• Troubleshoot customer concerns and work with 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.

What you'll bring:

• 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 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 KPIs.  Develop and manage action plan to continuously improve these metrics.
• Troubleshoot customer concerns and work with 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.