Technical Success Manager

@ Everbridge
Everbridgeeverbridge.com

Technical Success Manager

Posted 1 week ago

About the job

Everbridge provides critical event management solutions that unify security, data, and communication systems. The TSM role focuses on deploying, supporting, and expanding Control Center solutions, acting as a customer advocate, and ensuring smooth project execution.

Requirements

  • Security+ certification
  • Experience in emergency or risk management
  • 3+ years customer support or consulting
  • Strong project management skills
  • Knowledge of internet applications

Qualifications

  • Bachelor's degree in business or computer science
  • Experience in physical security industry a plus
  • Ability to travel onsite
  • Excellent communication skills
  • Strong problem-solving abilities

Full job description

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. 

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. In addition, Everbridge offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental, parental planning, and mental health benefits, disability income benefits, life and AD&D insurance, a 401(k) plan and match, paid time off, and fitness reimbursements.

Fair Chance Statement US & Canada

We are committed to providing equal employment opportunities in compliance with all applicable Federal, Provincial/State and Local laws, including the California Fair Chance Act and any local County Fair Chance Ordinance (or local equivalent). Pursuant to these and other relevant regulations, we consider qualified applicants with criminal histories in a manner consistent with the law.


For roles subject to background checks, the following material job duties may be affected by an applicant’s criminal history:

- Access to sensitive or confidential information, such as financial records, proprietary data, or client information.

- Management of cash, company funds, or other valuable assets.

- Work in environments requiring heightened security measures.

- Compliance with contractual or regulatory requirements specific to the position.


We evaluate each applicant's criminal history individually, considering its nature, timing, and relevance to the specific job duties, while maintaining our commitment to fair hiring practices and promoting workplace equity.


About Everbridge

Everbridge empowers enterprises and government organizations to anticipate, mitigate, respond to, and recover from critical events. In an unpredictable world, resilient organizations protect their people and operations, adapt under pressure, and return to productivity faster. Our Critical Event Management (CEM) technology combines intelligent automation with comprehensive risk intelligence to help organizations strengthen resilience, keep people safe, and maintain operations.

Learn more at everbridge.com, explore the Everbridge blog, and connect with us on social media.

Equal Employment Opportunity

Everbridge is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, creed, religion, national origin, ancestry, age, sex, pregnancy, sexual orientation, gender identity or expression, disability, protected veteran status, genetic information, marital status, or any other characteristic protected by applicable federal, state, or local law.

Employment Practices

Everbridge does not require or administer lie detector (polygraph) tests as a condition of employment or continued employment. In Massachusetts, it is unlawful to require or administer a lie detector test as a condition of employment or continued employment. Employers who violate this law may be subject to criminal penalties and civil liability.

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