Solution Consultant
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Job Description
Solution Consultant guiding Everbridge customers through deployment, adoption, training, and operations. Supporting critical communications and enterprise safety through SaaS-based critical event management.
Responsibilities:
- Lead customer engagement throughout deployment, solution adoption, and ongoing operations, ensuring a consistently positive customer experience.
- Establish and maintain a clear governance model with each client.
- Facilitate regular stakeholder meetings, document decisions and action items, and provide monthly account updates to internal stakeholders.
- Define customer success criteria, track progress, and develop action plans to keep projects and commitments on schedule.
- Create and deliver ongoing product education and awareness programs, including training sessions for customer teams.
- Troubleshoot customer concerns and coordinate with internal teams to resolve technical and operational challenges.
- Ensure critical issues are accurately documented, prioritized, and escalated quickly when required.
- Act as the customer advocate within Everbridge, sharing insights and feedback with Account Management, Product Management, and Engineering.
- Identify opportunities to improve adoption, strengthen relationships, and increase the value customers receive from the platform.
- Provide project management support, technical consultancy, comprehensive training, and customer advocacy during deployment and ongoing utilization of Everbridge’s SaaS critical communications and enterprise safety solution.
- Report directly to the Manager of Professional Services and collaborate with clients, Account Managers, Operations, and Product Development teams.
Requirements:
- At least three years of experience in a customer-facing support or consulting role, such as professional services, account management, project management, or technical consulting.
- Strong project management and organizational skills.
- Ability to manage competing priorities and remain effective in a fast-paced environment.
- Working knowledge of hosted applications, high-availability architectures, computer security, telephony, and networking.
- Proven ability to coordinate internal teams and resources to solve complex customer support or implementation challenges.
- Excellent verbal, written, and interpersonal communication skills.
- Strong critical-thinking, analytical, and problem-solving abilities.
- Excellent time-management skills and proficiency with Microsoft Office, Salesforce, and web-based applications.
- A bachelor’s degree in Business, Computer Science, or a related field or equivalent relevant experience.
- Nice to have: Consulting experience with emergency preparedness, crisis management, or business continuity practices.
- Nice to have: Experience working with government organizations or large enterprises.
- Nice to have: Experience delivering customer training or managing complex software implementations.
Benefits:
- Comprehensive healthcare coverage
- Life & Total Permanent Disability Insurance
- Supportive and rewarding work environment
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