Implementation Specialist - Jarviss

Everbridge is seeking a well-organized multi-tasker, with strong communication skills to be the primary liaison to new clients, responsible for analyzing client needs and applying Everbridge software products to meet those needs.
The Implementations Specialist is expected to work with new customers to reduce their time to value, ultimately leading to contract renewals and growth revenue opportunities.
The ideal candidate will have good written and verbal communication skills, and high attention to detail. A basic understanding of internet technologies is a must. You will work closely with clients, Account Managers, Training and other Operations and Product Development teams. We are seeking an extremely energetic and positive candidate who enjoys working in a fast-paced environment.
What You'll Do

• 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
• Follow established implementation processes and implementation guidelines for new clients or new services to existing clients. Help create new processes for new products.
• Occasional after hours and weekend availability to support on-call schedule during significant events (such as hurricanes).
• Effectively and efficiently train new clients to use the application.
• Act as the client’s technical advocate within the company
• Proactively communicate to clients improvements in utilization of products and services; attempt to minimize future support
• Document all client calls, emails and any other communication and enter the information into the Client Care CRM (Salesforce.com)
• 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.
• Provide Critical Event Management support through reports, tabletop exercises and drills, and industry best practices.
• Serve as a customer advocate within Everbridge and report customer feedback internally to Account Management, Product Management, and Engineering
• Provide support services, develop solutions and educate clients in the various stages of the product implementation cycle.
• Mentor team members
• Review and understand client use cases to understand the client’s business, successfully integrating client needs with product offerings and solutions.
• Travel to support implementations that require on-site support and on-site training. Primarily domestic, but will likely include global travel as well.
• Ensure proper and consistent communication of status to the client
• Provide professional implementation and support services to clients resulting in smooth, well-coordinated implementations.
• Perform new client set up and configuration

What You'll Bring

• Understand Business Continuity or Emergency Management practices.
• Bi-lingual candidates a plus.
• Ability to manage and coordinate multiple, implementations and technical issues
• 3-6 years of military experience
• Ability to quickly learn, understand, and explain technical information
• 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.
• Able to work in a fast-paced environment and meet tight project deadlines
• Proficient in MS Office Suites, including: Word, Excel, Power Point
• Excellent written and verbal communication skills a must
• Familiarity with set up of web-based applications and defining user requirements a definite plus.
• Ability to facilitate and work with cross-functional teams.
• Active Secret or Top Secret security clearance
• Ability to effectively present and engage (in-person and over Zoom) to upwards of 50-75 people
• Excellent time management and organizational skills
• 3-6 years of experience in emergency or risk management in a field facing technical capacity (substitute with military or federal government experience)
• Basic project management knowledge and experience
• 30 - 40% travel within the US

About Everbridge
Everbridge (NASDAQ: EVBG) 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.