Solutions Consultant
- Everbridge
- Remote USA
Job Description
Everbridge, a rapidly expanding global company specializing in SaaS-based critical communications and enterprise safety solutions, is actively seeking an accomplished Solutions Consultant to provide support for our large-scale clients, based in the US & Canada.
Reporting directly to the Manager of Professional Services, the Solution Consultant will play a pivotal role as a representative of Everbridge within our client's business continuity team. This position involves collaborating during the deployment and ongoing utilization of the Everbridge solution. Key responsibilities include offering project management support, technical consultancy, as well as providing comprehensive training. Moreover, the Solution Consultant will serve as the customer advocate within Everbridge during routine operations and act as an escalation point when needed.
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 regular stakeholder meetings, 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 success criteria for deployment. Develop and manage action plan to ensure projects remain on track.
- Troubleshoot customer concerns and work with management team to ensure that critical issues are documented and escalated in an expeditious manner for resolution
- Serve as a customer advocate within Everbridge and report customer feedback internally to Account Management, Product Management and Engineering
What you'll bring:
- 3+ years in an on-site or remote customer facing support or consulting role (professional services, account management, project management, etc.)
- Good project management skills
- Ability to handle & support conflicting priorities
- Working knowledge of Internet hosted applications, highly available architectures, computer security, telephony, and networking
- Proven track record in coordinating internal departments and resources to solve complex customer support or implementation problems.
- Previous consulting experience with emergency preparedness or business continuity best practices to state/local government or corporations a plus.
- Excellent verbal, written and interpersonal communication skills
- Strong critical thinking, analytic, and problem solving abilities
- Strong time management skills with proficiency with the Microsoft Office Suite, Salesforce, nd web based applications
- Bachelors in Business, Computer Science or related a plus
