Solution Consultant

Summary

Join Everbridge, a global leader in SaaS-based critical communications and enterprise safety solutions, as a Solution Consultant! Based remotely anywhere in Canada, you will provide support to large-scale clients in the US & Canada. Reporting to the Manager of Professional Services, you will be the client's main point of contact for Everbridge solutions, collaborating on deployment and ongoing use. Key responsibilities include project management, technical consulting, and training. You will act as a customer advocate within Everbridge, escalating issues as needed. This role requires a highly qualified individual with extensive experience, excellent communication skills, and the ability to thrive in a fast-paced environment. You will work closely with clients, account managers, operations, and product development teams.

Requirements

• 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
• 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.com and web based applications

Responsibilities

• 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

Preferred Qualifications

• Bachelors in Business, Computer Science or related a plus
• Previous consulting experience with emergency preparedness or business continuity best practices to state/local government or corporations a plus

Benefits

• Healthcare
• Dental care
• Mental health benefits
• Disability income benefits
• Life and AD&D insurance
• Retirement savings plan with employer match
• Paid time off