Technical Account Manager, Control Center at Everbridge

Everbridge originated in 2002 following the challenges organizations faced after the September 11 attacks. Our goals were to help government and institutions strengthen their ability to stay resilient and connected during critical situations. We began by building the industry’s most reliable and scalable notification engine to ensure that communications are received without fail when life and organizational safety are at risk. From those early beginnings, our mission has remained constant: ensure that critical information reaches the right people at the right time. Today, we support government agencies and enterprises worldwide with tools that enhance preparedness, streamline decision-making, and reinforce resilience in the face of evolving threats.   Reporting to the Manager of Professional Services, North America, the TAM will represent Everbridge as a member of our client’s Business Continuity Team during the deployment and expanding use of the Everbridge Control Center solution. In this role, the TAM will provide technical consultancy, system design and configuration support, and training. Additionally, the TAM will act as the advocate for the customer within Everbridge during normal operations and an escalation point when necessary. What you'll do • Drive mission readiness and system availability by overseeing deployment planning, solution adoption, and rapid technical issue resolution to ensure uninterrupted operational performance. • Minimize downtime and accelerate recovery by proactively identifying, triaging, troubleshooting, and escalating technical issues, strengthening system stability and customer trust. • Enhance critical event preparedness by leading scenario testing, structured drills, and best-practice advisory support that improve the Navy’s operational resilience. • Act as the customer’s advocate by translating operational feedback into actionable inputs for product, engineering, and professional services, influencing roadmap priorities, and driving overall experience improvement. • Accelerate integration success by gathering, refining, and translating customer requirements into technically accurate, mission-aligned specifications that support scalable deployment. • Strengthen operator and administrator capability through targeted education and training programs that increase user proficiency and reduce operational risk across supported locations. • Working with Everbridge PM, provide transparent, actionable reporting and KPI management by delivering timely status updates, tracking satisfaction metrics, identifying risk trends, ensuring predictable execution and measurable improvement as well as • Working with Everbridge PM, deliver timely weekly reporting that drives informed decision-making, supports cross-functional alignment, and anticipates customer needs by providing transparent, actionable status updates, managing KPIs, tracking satisfaction metrics, and identifying risk trends to ensure predictable execution and measurable improvement. • Establish and lead a formal governance model that aligns SERCO, Navy stakeholders, and Everbridge leadership, improving communication pathways, proactive issue identification, and confidence in program execution. • Serve as the voice of the customer within Everbridge by translating operational feedback into potential product enhancements and prioritized engineering actions. What you'll bring: • 8-10 years of 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 technical/software skills, including experience in programming and/or system administration. • Ability to handle conflicting priorities and manage customer relationships. • Working knowledge of internet-hosted applications, highly available architecture, computer security, telephony, and networking. • Strong knowledge of database architectures and methodologies, ideally Microsoft SQL Server. • Familiarity with DoD risk management frameworks. • Experience with classified or air-gapped environments, knowledge of DoD cybersecurity requests (STIGs, RMF, NIST, etc), understanding Navy command structure and operational workflows. • Experience in coordinating internal departments and resources to solve complex customer support or implementation problems. • Strong critical thinking, analytical, and problem-solving abilities. • Ability to facilitate and lead cross-functional teams. • Strong time management skills and proficiency with relevant tools. • Ability to travel locally and support the customer onsite as needed. • Excellent knowledge of virtual machine (VM) environments and Microsoft Clustering. • Understanding of Business Continuity or Emergency Management practices. • Have the ability to obtain Secret security clearance for working on classified projects. • Bachelor's degree in business, Computer Science, related fields, or equivalent experience. • Experience in the physical security industry (desirable). The reasonably estimated salary for this role at Everbridge ranges from $130,000 - $170,000 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 stronger from critical events. In today’s unpredictable world, resilient organizations minimize impact to people and operations, absorb stress, and return to productivity faster when deploying critical event management (CEM) technology. Everbridge digitizes organizational resilience by combining intelligent automation with the industry’s most comprehensive risk data to Keep People Safe and Organizations Running™. For more information, visit www.everbridge.com, read the company blog, and follow on Twitter. Everbridge… Empowering Resilience   Everbridge is an Equal Opportunity/Affirmative Action Employer. All qualified Applicants will receive consideration for employment without regard to race, creed, color, religion, or sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.