Implementation Specialist

Summary

Join Everbridge, a fast-growing global provider of SaaS-based critical communications and enterprise safety solutions, as an Implementation Specialist. This remote/home based position will be responsible for analyzing client's needs and applying Everbridge software products to meet those needs.

Requirements

• BA/BS (Expertise in crisis management or one of the following industries is a plus: Risk Intelligence, Healthcare, State & Local Government, Energy or Higher Education
• Proficient in MS Office Suites, including Word, Excel, PowerPoint
• Familiarity with the setup of web-based applications and defining user requirements is a definite plus
• Basic project management knowledge and experience
• Ability to quickly learn, understand, and explain technical information
• Ability to manage and coordinate multiple, implementations and technical issues
• Excellent written and verbal communication skills are a must
• Desire and ability to work with, manage, and satisfy clients
• Highly motivated and flexible
• Excellent time management and organizational skills

Responsibilities

• Provide professional implementation and support services to clients resulting in smooth, well-coordinated implementations
• Perform new client setup and configuration
• Follow established implementation processes and implementation guidelines for new clients or new services to existing clients. Help create new processes for new products
• Effectively and efficiently train new clients to use the application
• Provide support services, develop solutions, and educate clients in the various stages of the product implementation cycle
• Document all client calls, emails, and any other communication and enter the information into the Client Care CRM ( Salesforce.com )
• Proactively communicate to clients improvements in utilization of products and services; attempt to minimize future support
• Ensure proper and consistent communication of status to the client
• Review and understand client use cases to understand the client’s business, successfully integrating client needs with product offerings and solutions
• Act as the client’s technical advocate within the company
• Occasional after-hours and weekend availability to support on-call schedule during significant events (such as hurricanes)
• Follow established escalation protocol and seek advice or assistance from the Implementation Manager as required during difficult client situations
• Work in conjunction with Everbridge client support colleagues to ensure effective resolution of technical issues encountered during implementations
• Recognize and identify potential areas where existing implementation policies and procedures require change, or where new ones need to be developed, particularly to facilitate company growth and product expansion

Benefits

• Comprehensive healthcare coverage to ensure your well-being
• Life & Total Permanent Disability Insurance to protect you and your loved ones
• Cafeteria plan