Technical Success Manager

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:

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