The Associate Customer Success Manager is a key technical role within the Global Account Management and Customer Success Organization, focused on driving adoption, advocacy and success of designated strategic product/solution/key customers within the Everbridge and xMatters install base, ultimately leading to the achievement of retention and growth targets.
As part of the Global Account Management team, CSMs are responsible for adoption and value realization, customer satisfaction and success, and the ultimate retention of assigned key customers within strategic product segments. CSM’s work cross-functionally within the organization as a “voice of the customer” to influence continued product enhancements or other blockers that hinder strategic product adoption and success.
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As technical Subject Matter Experts (SMEs) of their assigned product/industry/solution, they serve as a partner for Account Managers and help to curate and instill best practices, exhibit thought leadership, and drive programs centered on solution adoption and long-term success. The CSM also serves as a strategic escalation resource to help project manage key, at-risk customers, and plays a critical part of the Everbridge world-class customer experience by establishing “Customers for Life.”
What you'll do:
- Develop technical and business subject matter expertise in xMatters and Everbridge use cases and products (you have the technical skills to hop into the solution with the customer to set up functionality or highlight new use cases)
- Own the adoption, advocacy, and success of designated strategic solution to help support the business’ net and growth retention goals
- Demonstrate industry and strategic product expertise by curating and presenting operational product use cases comparative to industry trends and emerging needs; facilitate the deeper entrenchment of the solution by architecting clear product utilization strategies in line with key customer needs
- Drive adoption campaigns and develop plans to achieve customer satisfaction (>60 NPS scores) across the strategic product customer base; proactively monitor progress, identify hurdles (product and business), and track and resolve issues or adoption blockers
- Study customer health metrics and build processes and tools to improve product usage and adoption.
- Collaborate with Account Managers on account planning, solving client business problems, mitigating any risks with customers, and ways to grow client relationships
- Facilitate the coordination of internal resources to resolve complex problems for assigned customers
- Perform customer “Health Checks,” including deployment progress against documented success criteria; develop and present findings/recommendations to customer to drive deeper and broader adoption
- Generate unique solutions for customers who struggle with traditional configuration
- Identify upsell and cross-sell opportunities within named accounts through success-centric outreach, and pass to assigned AE/AM for handling and closure
- Own customer communication surrounding product introductions, announcements (e.g., Upcoming Releases and Enhancements); events (Coordinating of User Group Meetings, webinars), and other strategic initiatives related to strategic product
- Communicate “voice of the customer” feedback to management and help drive strategic initiatives and program improvement, to include coordination with Product on RFE roadmap
- Partner with Implementations and Professional Services to understand the “state of the state” for strategic product engagements and facilitate a smooth handoff from deployment to AM/CS
- Partner with Product Management to prioritize customer RFEs, identify capability gaps in your strategic product area, and communicate product-related barriers to adoption and operationalization
What you'll bring:
- 3+ years in SaaS technical evangelical role. (e.g. Pre-Sales Engineer/Consultant supporting technical software solution; or Consultant supporting implementation of software solutions within the Dev, DevOps, MIM or CEM space)
- Strong experience in technical account management for large organizations
- Ability to understand and demonstrate technical aspects of the product as related to the customers’ “why”; provide ideas and solutions to help customers optimize use/adoption and gain measurable ROI
- Self-starter with a proven track record of driving retention, growth and customer-first results in a complex software environment
- Excellent problem-solving skills and ability to navigate challenging situations in a professional manner, both internally and externally
- Excellent organizational skills and situational fluency, including the ability to prioritize and multi-task activities across many customers at once, and to pivot/re-prioritize depending on evolving world events
- Superior communications skills and demonstrated ability to communicate/present effectively at all levels of the organization, including Executive/C-level
- Ability to work independently with a high degree of integrity and accountability
- Ability to thrive in fast-paced environments with the ability to multi-task and juggle several priorities with tight deadlines simultaneously.
- Thick-skinned, resilient, customer-focused professional who can “dig in” to build trust and credibility with both customers and internal stakeholders; someone who puts the team and the customers before themselves
- Technical experience in agile deployment processes; CI/CD development processes; SaaS/cloud environments; REST Web Services; Java/JavaScript (any programming experience accepted); ITIL/MIM/NOC/Incident processes; and, Ops Monitoring processes
- Bachelor’s degree in IT or other related field
Bonus if you:
- Understand Business Continuity or Emergency Management practices
- Can articulate value in terms of market processes and philosophies (Agile, DevOps, CI/CD, ITIL, NOC SRE, MIM)
- Experience or training in web-based software application implementations
- Experience/understanding/ability to embrace and leverage SFDC, Gainsight or Totango, Pendo, and other tools to track/measure adoption and value realization
The reasonably estimated salary for this role at Everbridge ranges from $58,000 - $77,0000 CAD 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 care, mental health benefits, disability income benefits, life and AD&D insurance, retirement savings plan with employer match, and paid time off.
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.