Technical Account Manager (xMatters)

xMatters’ cloud-native Digital Operations solution enables any business process or application to automate the response to critical IT incidents. This includes automating on-call, two-way communications (push, voice, email, SMS, etc.), automating triage and even automating remediation steps. With over a decade of experience in rapid communication, xMatters serves more than 1,000 leading global firms to ensure business operations run smoothly and effectively during incidents such as IT failures, product recalls, natural disasters, dynamic staffing, service outages, medical emergencies and supply-chain disruption. xMatters is part of the greater Everbridge organization with offices worldwide. We seek a dynamic individual with experience in software consulting and services who is interested in being part of an excellent team and company culture. We all pitch in and help wherever we can for the success of our customers, projects and ultimately xMatters, while possessing the ability to work independently with clients to drive adoption, maturity, and direct clients through best practices. This experienced individual will act as a technical consultant to partner with the Client team driving the deployment and adoption of xMatters software. Our Technical Account Management engagements encompass a blend of technical implementation and strategic, consultative assistance, helping clients identify and realize value from xMatters products. What you'll do:

Develop technical and business subject matter expertise in xMatters use cases and products

Lead clients through requirements and business value mapping exercises, facilitating workshops, etc.

Develop insights, observations and meaningful conclusions to help solve client business problems

Fulfills Technical Account Management activities for customers of xMatters, post-sale, by supporting many facets of the customer journey, including client management, product adoption, process improvement, configuration assistance, and knowledge transfer activities

Manages client expectations and scope of activities

Oversight assistance to client administrators to best meets the customer’s needs

Support minor integration development updates

Assists in the scoping of activities and effort for Consulting engagements

Identifies areas of improvement for xMatters and is proactive in building the solutions

Communicates regularly with customers and our account management team throughout the engagement resulting in effective relationships

What you'll bring:

3+ years in professional services/software consulting and implementation

3+ years managing projects, client relationships, technical account management or similar
experience

Excellent verbal & written communication for both technical and business content at all levels
within an organization

Proven expertise in developing and deploying technical solutions

Strong decision-making capabilities and judgment when presented with incomplete information or conflicting data points

Strong project planning and organizational skills

Strong problem solving & analysis skills (i.e. the ability to translate client requirements & objectives into a technical solution)

Ability to work independently with a high degree of integrity and accountability

Experience in DevOps, ITIL, IT Service Management a plus

Solid understanding of Incident Management processes, especially Major Incident Management

Understanding of Event Management/Observability processes

Understanding of collaboration tool integration and processes

Technical experience in the following:
o Agile deployment processes
o Experience working in SaaS/cloud environments
o REST Web Services
o Java/JavaScript
o XML
o Data transformation / ETL
o Experience within Unix and Windows environments

The reasonably estimated salary for this role at Everbridge ranges from $118,000 - $140,000 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.