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.
About the role
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. This role requires full-time onsite work with customers in the San Diego area.
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, 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
- 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.
Qualifications
- Bachelor's degree in business, Computer Science, or related fields is a plus.
- Experience in the physical security industry is a plus.
Pay
The reasonably estimated salary for this role at Everbridge ranges from $130,000 - $150,000 and may also include variable compensation. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience.
Benefits
- Healthcare, dental, parental planning, and mental health benefits.
- Disability income benefits, life and AD&D insurance.
- 401(k) plan and match.
- Paid time off.
- Fitness reimbursements.