Implementation Specialist - (Security Clearance required)
Everbridge, United States

• Provide professional implementation and support services to clients resulting in smooth, well-coordinated implementations.
• Perform new client set up 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
• Review and understand client use cases to understand the client’s business, successfully integrating client needs with product offerings and solutions.
• 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.
• Travel to support implementations that require on-site support and on-site training. Primarily domestic, but will likely include global travel as well.
• 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
• 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

• Active Secret or Top Secret security clearance
• BA/BS (Expertise in crisis management, or one of the following industries is a plus: Risk Intelligence, Healthcare, State amp; Local Government, Energy or Higher Education.
• 3-6 years of experience in emergency or risk management in a field facing technical capacity (substitute with military or federal government experience)
• 3-6 years of military experience
• Understand Business Continuity or Emergency Management practices.
• Ability to facilitate and work with cross-functional teams.
• Ability to effectively present and engage (in-person and over Zoom) to upwards of 50-75 people
• 30 - 40% travel within the US
• Basic project management knowledge and experience
• Ability to manage and coordinate multiple, implementations and technical issues
• Able to work in a fast-paced environment and meet tight project deadlines
• Proficient in MS Office Suites, including: Word, Excel, Power Point
• Familiarity with set up of web-based applications and defining user requirements a definite plus.
• Bi-lingual candidates a plus.

Job Rewards and Benefits